Call Quality Monitoring 2010

©2010 The Ascent Group, Inc. 1
Call Quality Practices 2010
Measuring the Customer Experience
While companies can measure customer satisfaction through customer focus groups, customer
contact follow-up telephone surveys, and written satisfaction surveys, the results are often not
timely enough or detailed enough to help individual agents understand their impact or
contribution. A call monitoring session on the other hand, if done correctly, can instantly
deliver a wealth of customer information, gauge individual agent performance and reveal a lot
about your business processes and policies. Call quality monitoring refers to the process of
listening to or observing an agent’s phone conversations or other multi-media contacts with
customers. Not only can it improve the customer experience, it can also improve overall call
center performance, reduce callbacks, focus training efforts, identify process improvement
opportunities, and facilitate employee development. Call quality monitoring can be one of the
most effective methods for improving the level of service you provide to your customers.
Many companies have created specialized Quality Assurance groups to monitoring agent
performance, in an effort to supplement supervisory effort or offload some of the burden.
There are advantages and disadvantages that must be understood.
The industry has witnessed a proliferation of call-monitoring technology, as companies search
for ways to make the call monitoring process more efficient. Industry consolidation has
reconfigured vendor offerings and combined technologies to provide more robust solutions.
Voice over Internet Protocol (VoIP) is also opening new doors. Recent incarnations include
technologies that mine call data for keywords and others that interpret speech patterns and
evaluate calls without human intervention. More features are being incorporated into
technology solutions for call monitoring, making these systems more attractive to call center
management and more challenging to implement.
New technology and dedicated QA groups have made it possible to conduct more monitoring
sessions per month per employee than were possible in the past. Has this led to higher
customer satisfaction, improved call center performance, or more effective agents? Our survey
reveals that there are no guarantees. Some companies have experienced great success while
others are struggling. As most have found, call quality assurance is a highly complex process—
from both a people and technology standpoint.
Quality Monitoring programs can be challenged by many factors, including:
• Difficulty in designing evaluation criteria
• Lack of buy-in or credibility
• Insufficient resources or time
• Untimely or ineffective feedback
• Lack of automation or poor system reliability or support
• Inadequate training for coaches and supervisors
• Inconsistent evaluation results
• Lack of support from management

With all this in mind, the Ascent Group’s conducted research during mid 2010 to better
understand how companies are monitoring the quality of customer calls and other customer
transactions. We asked companies to share their call monitoring experiences to help us identify
the practices that make or break a quality monitoring process. We also asked them to provide
their plans moving forward as well as lessons learned along the way. The results of this research
are contained in the following report.
What Did We Learn?
Companies who have implemented call quality programs have realized significant improvement
in call quality, customer satisfaction, employee performance, and overall call center
performance. Companies report specific improvement in call quality ranging from two-to-six
percent. Attributed gains in customer satisfaction ranged from five to twelve percent. Some
report significant reduction in failure rates, handle time, and callbacks. Other improvements
mentioned included: higher first call resolution, fewer customer complaints, fewer errors,
improved overall call quality, improved service level, reduced turnover, and higher employee
morale.
Call quality monitoring must be reflective of customer value and expectations—it must truly
measure the customer experience. Measuring the customer experience is the primary purpose
of a call quality monitoring process. Do you know what your customers’ expect? If you don’t
then find out though customer research—interviews, focus groups, expectations surveys, or
even calibration sessions—take the time and spend the money to understand how customers’
want to be served. Keep in mind that expectations vary from segment to segment and that
expectations change over time. Calibrating your call quality program with customer
expectations is an ongoing effort.
Call quality monitoring is a performance measurement tool. Like any measurement tool, you
have to be careful about what you are measuring. While the measurement process in and of
itself produces change, you’ll also want to make sure you’re measuring the right behaviors.
Emphasize the Customer Experience
If call quality is intended to measure the customer experience, make sure your evaluation
measures represent your customers’ expectations, not what you think is important to your
customers. This is one of the biggest mistakes made. Measuring call quality through call
monitoring is a labor-intensive process; it’s also high risk, in terms of human factors. Call
monitoring is a key determinant of stress in call centers—especially if it’s perceived as being
inaccurate, untimely, too frequent, or too intense. So in other words, if you’re not truly
measuring what customers’ value then you might just be wasting your time (and money) and
placing your agents under undue stress.
Don’t just guess. Find out what your customers’ expect through customer research—
interviews, focus groups, expectations surveys, or even calibration sessions—take the time and
spend the money to understand how customers want to be served. Keep in mind that
expectations vary from segment to segment and that expectations change over time.
Take this a step further to make sure your evaluation form is consistent with your routine
customer satisfaction research. If possible monitor the same calls that are surveyed by your

customer satisfaction surveys. While this may be cost prohibitive to gain enough sample points
to measure to the agent level, it’s possible to survey and monitor enough calls to measure the
consistency of your center.
Consider tracking first call resolution through your call quality evaluations as well as your
customer satisfaction surveys. First call resolution may be one of the best predictors of
customer satisfaction. First call resolution is most simply what the customer wants—to have
the problem or question resolved satisfactorily on the first try, if possible. Achieving high first
call resolution is a wonderful scenario—customers are happier, employees are happier, and
management is happier. Why? Repeat calls are down, rework is minimized, employees are
talking to happy customers, and operating costs are lower. Find out if your customers think
their issues and questions are being resolved on the first contact by asking them on your
customer satisfaction surveys and at the end of your phone conversations.
When first call resolution is measured through customer survey and call quality forms you can
get a better understanding of your service delivery performance—from the customer’s
viewpoint. It’s a way to take your call quality program to the next level.
Calibrating your call quality program with customer expectations is an ongoing effort. In a
perfect world, CRM (Customer Relationship Management) and mass customization techniques
should keep close tabs on customer service quality expectations.
How Many Calls?
Most companies have no basis for the number of calls monitored per agent, rather relying on a
set number of calls to monitor, per employee, as determined by management or past history.
Other companies determine the sample size based on the number of available call monitoring
resources—i.e. number of calls that can be monitored based on existing call monitoring
personnel.
How frequently should call quality be measured? The answer depends upon a lot of factors:
• How well is the employee prepared to do the job?
• How well do your agents understand the process and the measurements?
• How calibrated are your evaluators? Measuring consistently? Fairly? Capturing
performance?
• How good is your feedback? Can employees relate and have faith in the scoring? See
how they can change their behavior to improve?
• Does regulation or a bargaining unit agreement restrict your organization? Make sure
you comply with your labor contract or local legislation.
• How many can you do? Do you have a system to help record calls? Track performance?
• How close are employees to standard? How far does their behavior have to change to
meet expectations?
Call quality monitoring is all about changing behavior. Studies have shown there is little
correlation between employee tenure and quality scores. Behavior varies based on employee

skill level, experiences, and motivation. The goal is to help employees achieve a level of
“unconscious competence” in their customer interactions through training, measurement,
feedback, and rewards.
Study participants vary widely on the number of calls monitored per month per representative.
As a group, participants average 6 monitoring sessions per month per agent.
In companies with a QA group, call center supervisors spend on average 15 percent of their
time (6 hours per week) monitoring phone calls. By comparison, companies without a QA
group reported supervisors spending about 21 percent of their monitoring phone calls (8.4
hours per week).
In centers with QA groups, supervisors spend 17 percent of their time (6.8 hours per week)
providing monitoring feedback to their teams while companies without QA groups, call center
supervisors spend 20 percent of their time (8 hours per week) providing monitoring feedback
to employees.
Dedicated QA groups can provide significant timesavings for supervisors, and also present the
opportunity to monitor more calls per representatives. On average, companies in our panel
with dedicated QA groups monitored one more call per representative per month than
companies without a dedicated QA group.
QA groups tend to rely on remote monitoring using recorded voice and data while supervisors
conduct more traditional live monitoring sessions—using silent and side-by-side techniques. No
single call monitoring technique will always meet the needs of your agents or your operation.
Participants in our research reported using a combination of side-by-side monitoring and silent
or remote monitoring through live or recorded calls. Several stressed the need to keep in
touch with employees through side-by-side sessions. Use a combination of techniques and let
the technology assist you where it can. Technology isn’t the solution to these challenges—it’s
only an enabler. Your call quality process must be sound with or without the technology.
Prepare Your Coaches
Are you providing timely, consistent, and constructive feedback to your call center
representatives? You may have customer-driven evaluation criteria and a jam-up call monitoring
and reporting system, but your supervisors are not adequately prepared to deliver the message.
Are you sure your selecting the right employees to become coaches? Are your supervisors or
coaches prepared to deliver your call quality results, in such a manner to effect positive change?

One-third of respondents do not measure coaching performance. The lack of appropriate coach
training is a key challenge to the call quality process.
Even fewer participants have coaching certification programs, formal or even informal coaching
training, or even assessment tools to identify prospective coaches from the ranks. As a result,
employee development, performance and morale suffer. Our research shows that many
companies have no process in place for training and developing coaches or supervisors.
Proper coaching training is critical to the success of your call-monitoring program. A quality
monitoring program is only as good as the feedback provided to representatives. Without good
feedback, there is little point in monitoring call performance. Relaying feedback during a
coaching session is an excellent approach, provided the coaching is constructive, timely, and
relevant to results.
Customer service leaders take the time to develop and implement a proper training program to
ensure that supervisors, trainers, managers, and QA personnel are equipped to provide
constructive feedback and developmental guidance. Develop and evaluate coaching
performance, including performance measures to track team progress and performance and
hold coaches and supervisors accountable for their team’s improvement.
The process of selecting a coach appears to be largely the process of promoting representatives
with the best performance statistics, attendance, and attitude. Not all employees have the
inherent skills to become good coaches. Time and experience as a representative does not
necessarily develop the required coaching skills—employees must be trained. If you are going
to take the time to monitor call quality, take the time to develop and implement a proper
training program to ensure that your supervisors, trainers, managers, and QA personnel are
equipped to provide constructive feedback and developmental guidance.
Once again, there is a lot at stake—not only time and money, but also the respect of your
front-line. Reinforce your commitment by evaluating coaching performance. Ask their team
members about their coaching skills, it’s one more evaluation perspective, encourages
employee involvement, and an easy way to keep the lines of communication open between
employees and management.
Commit the resources to adequately monitor, evaluate, and discuss results. Effective call
monitoring is all about commitment of resources. If providing regular, fair, and timely feedback
is a challenge for your organization or if your supervisors are always pressed for time, consider
setting up an in-house quality assurance group. There are also outsourcing options available—
companies that specialize in call quality monitoring. Contracted monitoring services can be
provided on-site or remotely, based on your specifications and standards.
Keys to Credibility
Calibration is essential to ensure consistency and build confidence in call monitoring results.
The best way to gain consensus on a call is to design the proper review criteria and then test it
over and over. Group discussions comparing and discussing results help to focus and clarify the
not so easy task of judging performance, and they also build confidence and consistency.
Calibrate until all members conform to standard. Even if you don’t have a dedicated QA group,

calibrate among your supervisors or leads to make sure everyone is on the same page and
providing consistent evaluation and guidance to representatives.
Regular calibration and calibration with Supervisors are the top two key drivers of QA
organization credibility. Including supervisors in the loop makes sure they are aligned with QA,
and visa versa.
Other drivers mentioned frequently: effective QA communication and involvement, senior
management involvement, calibration with management, and the auditing and tracking of QA
group performance. Some companies report that they require QA employees to spend time
answering incoming calls each week or periodically, in order to keep them in tune with the
front-line’s perspective. Others calibrate periodically with representatives or rotate
representatives into the Quality organization, as both a development tool and to foster a
hands-on understanding of the monitoring process.
Be sure to educate agents on the monitoring processes—especially how calibration sessions
develop consistency and hold monitors accountable for the evaluations they render. The
measures and the measurement process must be meaningful to employees so they are
encouraged to change their behaviors. Consider rotating seasoned representatives into a
monitoring role to cross-train and provide first-hand experience with the process. Include
representatives and supervisors in calibration sessions to further educate them on the process.
Track and promote the successes you’ve achieved as a result of your monitoring efforts.
Monitor your call monitors routinely to build consistency, confidence, and monitoring skills.
One sure way to improve monitoring skills and bolster confidence is to monitor the individuals
responsible for call monitoring—listen to the calls they evaluate, compare evaluations, and
coach. This technique instills accountability and offers continual improvement opportunities.

Enforce Desired Behaviors
Routinely communicate performance expectations and results—Do as much as possible to
relay performance expectations to employees. The more an employee understands about the
job, the work environment, performance expectations, and culture, the better they will be able
to achieve or exceed standard. Revise new employee training content so the appropriate
performance expectations are conveyed from the start. Communicate performance routinely
and look for ways to make your performance results more accessible to employees and
supervisors, through daily reporting, performance dashboards, or DIY reporting.
Online performance measurement tools and dashboards improve communications of
performance results to front-line employees. Online, browser-based graphical comparisons
make it easy for employees, supervisors, and management to gauge performance. Keeping
performance results visible highlights importance and encourages commitment.
Recognize the right behaviors and communicate such that the employee’s behavior becomes a
model within the work group. Sharing information on expected behaviors and rewards will
establish trust. Employees will be able to understand what they need to do to be similarly
recognized. Reward these behaviors so other employees are inclined to follow suit. Rewards
are a better reinforcement of learning and risk-taking than punishment is for failure.
Recognition is about acknowledgement and appreciation for a contribution, improvement,
innovation, or excellence—a message to employees that they are valued. The act of recognizing
an employee affirms the values and spirit underlying the achievement. It’s also about reinforcing
desired behaviors and increasing their occurrence. Attitude and performance are closely linked;
the appropriate recognition at the appropriate moment will create a positive attitude that, in
turn, will lead to improved performance.
Match the reward to the person and the achievement. Talk to employees at all levels, in all job
categories, to understand expectations and drivers of performance. Identify meaningful rewards
for each employee. One size does not fit all in employee rewards and recognition. Provide a
choice of rewards to accommodate all employees. Also make sure the reward is appropriate
for the deed that the evaluation process is fair and objective.
Nearly all participants are including monitoring performance as a component in the annual
review process. This practices emphasizes the importance of good monitoring performance to
employees. Incorporate Call Quality Results into Employee Compensation and Incentive Plans.
Include agent call quality performance as a component in the annual review process—as a basis
for compensation and rewards. As with any measure, be careful to balance with other measures
to make sure all around good performance is delivered and service isn’t compromised in the
pursuit of the best measure. Make sure your evaluation criteria are flexible enough that agents
can make the right decisions for each caller.
Utilize Call Quality results to drive improvement at all levels. Measure call quality by call type,
by agent, by team, by work group to gather as much information about your customer service
delivery as possible. Examine process flow, technologies, work rules, and policy to highlight

roadblocks, hurdles, and other quality of service deterrents. Look at trends to identify training
opportunities for the group and individual.
Technology is Key
The latest generation of automated monitoring solutions offers tremendous advantages over
traditional live monitoring or analog recording. While prices are quite hefty for these systems,
increased supervisor productivity, shortened talk times, better customer system usage, more
targeted training, higher quality service, and elimination of analog tapes and tape storage
concerns are pretty strong payback arguments.
New technology has made it possible to conduct more monitoring sessions per month per
employee than were possible without automation. Our panel confirms this—those with call
monitoring systems average 1.1 more calls per representative per month than those without.
Call Quality Monitoring Systems also facilitate self-assessment—a very powerful employee
development technique. Recorded calls can be provided to the representation, in combination
with the supervisor’s or monitor’s observations. This process not only allows employees to
hear themselves handling a call, but it also familiarizes the front-line employee with the
monitoring and evaluation process, they develop a greater respect and understanding for the
assessment criteria. It also provides an opportunity to assess monitoring skills in
representatives for career development. Companies using this practice report that
representatives are usually harder on themselves than the supervisor reviewing their
performance.
Newer technology can also listen for key words during conversations, recorded or live, and
perform certain tasks. One good example, used by several of our participants, supports the
recent Payment Card Industry (PCI) Data Security requirements by avoiding the recording of
credit card payment calls. PCI regulations forbid the storage of credit card verification codes
and other credit card data. Call analytics software listens for key words, like “credit card” or
“debit card” and then stops the recording until the payment has been processed. Other call
analytics software can be programmed to identify key phrases that might suggest call
mishandling, common problems, or other safety concerns.
Call monitoring software not only can help you better manage the monitoring process; it can
also help you manage the voluminous call recordings, making it easier to find calls when you
really need them.
Keep in mind that this is just another tool for your call center’s toolbox. As with any system, it
has to be supported by sound management and effective work practices. It should be
implemented as a tool and not as a weapon. The most wonderful monitoring system in the
world will do no good without agent buy-in and supervisor coaching. If agents are involved in
the selection, design, and implementation of the system, the monitoring process will be much
more successful and less stressful.
All in all, the opportunities presented through effective call monitoring make it an essential
management technique for today’s call center organizations. Make sure you do it right. If you
don’t, the impact could be much worse than if you hadn’t attempted it in the first place.

About The Ascent Group, Inc.
The Ascent Group, Inc. is a management-consulting firm that specializes in customer service
operations and improvement, performance benchmarking, competitive benchmarking, work
management, and industry research.
Research reports published by the Ascent Group include:
• Call Quality Practices
• Credit & Collection Practices
• Achieving First Call Resolution
• IVR Improvement Strategies
• Reward & Recognition Program Profiles & Best Practices
• Improving Frontline People Processes: Recruitment, Training &
Performance
• Billing and Payment Profiles & Best Practices
• Meter Reading Profiles & Best Practices
• Call Center Strategies
• Improving Field Services
These research reports can be purchased online, through our secure
order form at www.ascentgroup.com or by phone at (888) 749-0001.
The Ascent Group offers many opportunities for your company to participate in benchmarking and best
practice discovery through its online benchmarking services:
• Call Center Operations
• First Call Resolution
• Call Quality Monitoring
• IVR Technology
• Field Services
• Credit & Collection
• Billing & Payment Services
• Remittance Processing
• Field Services
• Meter Reading
• Frontline Recruitment, Training
• Reward & Recognition Program
If you are interested in participating in our research, please contact Christine Kozlosky at
ckk@ascentgroup.com or (888) 749-0001.
The Ascent Group, Inc.
120 River Oak Way
Athens, GA 30605
(888) 749-0001
www.ascentgroup.com

Call Quality Monitoring 2010

More Related Content

What's hot (20)

Similar to Call Quality Monitoring 2010 (20)

Call Quality Monitoring 2010