Quality monitoring is not usually thought of as a tool for encouraging employee engagement. In fact, in a survey conducted by Benchmark Portal, a global call center benchmarking organization at Purdue University, found that ½ of companies in a large multi-industry survey were dissatisfied with their quality monitoring program. The top 3 reasons for dissatisfaction were:
Takes too much time
Too focused on compliance and accuracy
Agents get very little valuable feedback and coaching from the results
So what are the keys to creating a top performing quality monitoring program that encourages employee development and engagement. Four components to consider are provided here:
Start with a Mission or Purpose statement for Quality Monitoring Program. You likely have a Mission statement for your company, your organization, and perhaps even your own group. Get your agents and supervisors involved in creating the QM Mission. Here’s an example of one:
“Monitoring allows us to identify training needs and provide feedback for coaching which assists with employee development, increases job satisfaction, and reduces attrition.”
After the Mission is created, you are ready to build your Business Objectives. Employee Engagement can be one of your 3 to 4 business objectives. We can sometimes overlook employee engagement as a key outcome of QM and focus more on reducing cost, ensuring compliance, or improving customer experience. Setting Employee Engagement as an objective will help ensure this key outcome is given its fair share of attention in your QM program.
Ask yourself and your team, what QM processes are we going to commit to that will help us achieve our business objective of “Improve Employee Engagement.” Some of the process options are ones that you are likely very familiar with:
After you have decided which QM processes you are going to use to help improve employee engagement, you will want to be sure everyone in the center has absolute clarity on how the program will be carried out. There are two key steps to take that will help ensure success:
If you have not previously thought of your QM program a means for Improving Employee Engagement, revisit that idea and perhaps use these steps to help get started. Please contact us through our contact us form if you have any comments or questions on Quality Monitoring.