If you run any business, you already know how important every facet is on your online presence, with the most important of those facets being live chat. That’s because more and more people are starting to look for help online and if you don’t have a live chat, it turns them away. When, leveraging the power of live chat, make sure you’re employing the same quality assurance best practices in your live chat as you are in every other customer interaction platform used by your business.
Set Quality Monitoring Criteria
The very first thing that you need to do is make sure that all of your team members know what you’re monitored rating is based on. Are you looking at the way they communicate with customers? Are you looking at the amount of time it takes them to resolve a problem or complaint? Are you looking at whether-or-not they are taking care of the problems the way you expect? Are you looking at something else entirely? Whatever your expectation, you need to have a set process in place. Let the team members know right away what you’re looking for and then follow up with step two.
Set Indicators of Success
Next, you need to make sure that your team members know what you consider to be a success. At what level should they meet your expectations? Indicators of success could apply to the chat management team as a whole as well, which means you may want the entire team to have a specific quality monitoring score. These indicators should be clearly communicated to your team so that these goals are met.. Once they know what needs to be done, they’re more likely to comply because they want your business to be a success too. After all, this is their livelihood.
Encourage the Wins
If you notice a positive event or a good outcome that resulted from a specific team member, then make sure you let them know. Talk to them about the positive things that they do and make sure that you let the entire team know about those positives. You want to make sure everyone is going to follow along similarly, after all. Praising a team member should always be done in public, so everyone knows what to do and how much you appreciate their positive behavior. This encourages them to continue performing similar work in the future and also reinforces what it is that you do want your team to do (which could cut down some of the not-so-good behavior entirely on its own).
Improve the Shortcomings
If you discover negative behaviors or events, you want to address these immediately with the team member who is responsible. This type of feedback should always be discussed in private with the individual unless you notice that it is a widespread problem. In that case, you should address the entire group but refrain from naming specific people. By improving shortcomings immediately when they are discovered , you will be able to reduce the number of problems that occur going forward. That’s because that team member will know what the problem is and what they need to do differently from that point on. They’re also more likely to appreciate that you took the time to give them help and feedback, without embarrassing them.
Offer Continual Feedback
Whether it’s with contact center quality monitoring or anything else that your team members do, it’s essential always to offer them feedback. Positive feedback is encouraging and makes them feel appreciated. Constructive feedback allows them to improve and make a change that fits the needs of your business. By being consistent and upfront about the feedback you offer, you will be able to improve your team continuously.
Use Customer Feedback
Don’t rely solely on your own feedback for a team member. Instead, you should also include their quality assurance scores from customers. These scores are going to help you see what your customers appreciate and where they see room for improvement, rather than only relying on your own insights. Your customers are an essential part of your business, and taking into consideration their view on the subject is possibly the most critical part of monitoring contact center performance.
Use Quality Systems
Monitoring contact center performance on your own is a tedious and nearly impossible task but if you use the right quality tools and systems, offered by the right company for the job, you can make this process much easier on yourself, as well as improve the overall effectiveness of the process. You’ll be able to maintain your quality monitoring in an entirely different way because the system will give you all of the information you need in a simple format.
If you’re looking to get started with contact center quality monitoring, you should check out Etech. If you visit our website, you’ll be able to find out even more about our services, as well as how to get started on creating a customized plan that works for you and your business. If your goal is to maintain high-quality calls and ensure quality assurance practices, Etech’s quality monitoring services can make those goals a reality.