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E x p e r t s i n C u s t o m e r E x p e r i e n c e & W o r k f o r c e O p t i m i s a t i o n S o l u t i o n s
Best Pract ices In
Call Quality Monitoring
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
QUALITY MONITORING VIA RANDOM CALL SELECTION
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
Root Cause: Anecdotal
Actionable Insight: X
Sales Opportunity
Service
Billing
Random Call Selection Results...
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
Traditional QM Process Challenges...
Efficiency Representative Business Driven
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
Coaching every
Agent on a regular
basis
Coaching sessions
delivered on random
subjects
Coaching session are
predetermined
Generic Coaching Challenges...
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
Not all Agents need
coaching and this
time can be better
spent
Sessions don’t
address the relevant
business goals
Supervisor can’t
address knowledge
gaps in real-time
Generic Coaching Challenges...
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
UNDERSTANDING THE VALUE OF TARGETED CALL SELECTION
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
Root Cause: Empirical
Actionable Insight:
Sales Opportunity
Service
Billing
Targeted Call Selection...
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
DEFINE
TARGETS
CREATE
QUALITY PLANS
EVALUATE &
MONITOR
Steps To Align QM To Business Goals...
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
• AHT, Transfers, Hold time, Talk Time
• Compliance Adherence
• Sales Conversion
• Etc, etc
Targets For Improvement...
Senior Management Agents Team Supervisors
Define targeted KPI’s such as;
And share improvement progress at all levels….
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
Centralised end-to-end management of the QM processes
Business Focussed Quality Plans...
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
Evaluate And Monitor...
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
Harvest Relevant Calls Bespoke Evaluation
Targeted Coaching
The Targeted Quality Management Process...
Ongoing Monitoring
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
Automated
Selection
Targeting
Coaching
On-going & Genuine
Evaluations
QM & Business Goals
Alignment
Benefit Summary...
© 2015 @BSLHQ #QMWebinard CONFIDENTIAL. DO NOT DISTRIBUTE
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