Call/Email Monitoring
80% of companies think they deliver a superior experience, only 8% of customers agree.
"This call may be monitored." We've all heard it a thousand times and some of you reading this actually do monitoring or oversee the team that does. In general, we find that monitoring systems are so much better than they used to be (no more bankers' boxes jammed with cassettes) but the scoring techniques have not improved and sometimes have actually gotten worse. By worse we mean that we see a growing number of emails and calls rated by surveys, software or quality auditors as 'good' (even 'excellent') when in fact, the answer provided incorrect information, or the associate failed to connect with the customer in any meaningful way. What's going on here? Companies are committing big spends to outsourced monitoring and technologies like Witness. Where's the return on investment?
Debunking the MythThese are the 4 most common ways companies get bad data from their monitoring program: |
Our Better WayHere are 3 ways we take your monitoring and quality control to a whole new level: |
- Sometimes, the criteria used to evaluate interactions are basically correct but they are not weighted to reflect how customers really feel. For example, often we see niceties like 'please' and 'thank you' getting as much attention as the answer itself. Please! The customer may appreciate these niceties but they appreciate a solid answer even more!
- Other times the criteria themselves are simply wrong. When this is the case, tweaking is not an option, you simply must return to square one and have the criteria tested and designed.
- Too much monitoring is a waste of money but too little provides a false sense of security. Few companies take the time to establish a statistically significant monitoring approach. This results in either unnecessary monitoring or ungrounded faith in meaningless data.
- Finally, monitoring often fails because it only compares performance to best practices. In other words the criteria are generic and fail to reflect a company's unique way of doing things.
First, we define and weight criteria based on the unique demands of your audience and brand.
We run statistical calculations to determine exactly how much monitoring you need to provide meaningful, actionable information-- before reaching the point of diminishing returns.
We prepare highly specific criteria matrices with examples and detailed instructions for how to assign scores based on differentiated customer scenarios and objectives.
To find out whether we can add value to your monitoring program, let's talk.
