Call Monitoring: Just Like Football

I was watching pre-season football last night and thinking about service quality (I know it sounds strange but just think of it as multi-tasking). When I’m talking to people about Quality Assessment (QA) and encouraging them that they can and should monitor their company’s phone calls, the first reaction is often the "big brother" syndrome. People are afraid of how the process will be received by their front-line teammates. My experience is that, when it’s done right, call monitoring is accepted as tool to help people succeed. The "big brother" concern is understandable, but exaggerated.

Consider the following examples from other professions:

  • A football player must watch hours of video tape, breaking down each play and each move they made in the game. They learn from watching what they did right and what they could have improved. They break down each play into component parts in order to perfect their game.
  • Great actors on a movie set learn to watch their takes with the director. They break down the scene and figure out how they can alter their voice and movement to perfect their craft for the camera and the audience.
  • Musicians often pour over tape in the studio and go over their takes with a fine-toothed comb in order to figure out what needs to be added, altered or pulled from the song to make it right.

The process is really no different when it comes to service and sales on the phone. When customers call it is critical that you mix a winning combination of resolution, courtesy and friendliness. Capturing those moments of truth, breaking them down to figure out how to provide the best experience for the customer and then coaching your people to do their jobs well is being a good leader.

Related Posts:
The Siren Song of Best Practices
Call Monitoring for Any Business – Low Tech Solutions
Getting Started with QA – Allaying Fears

  4 comments for “Call Monitoring: Just Like Football

  1. August 15, 2006 at 9:43 pm

    Hi Tom, how are ya? Good use of the football analogy here. I’m lucky that most of our agents understand that we’re not trying to be Big Brother. Speaking of football, I only wish my Packers would perhaps watch a bit more film of their lousy performaces…..

  2. August 16, 2006 at 6:50 am

    Hey Starbucker! Good to hear from you. There’s a lot of talk about Favre maybe sticking around one season too long. My Vikes lost the other night, but I was really impressed by both the first string teams. I kinda figured them 7-9 this year, but maybe they’ll surprise me.

  3. August 16, 2006 at 1:54 pm

    I think your Vikes have a much better shot than my Pack at the playoffs. I think Favre is going to regret he didn’t retire – our O-line is pretty bad. All the best Tom!

  4. August 16, 2006 at 2:58 pm

    Tom,
    I sometimes look at it like a parent/child relationship. You know how kids always ask “Why?” Employees want to know why they’re being monitored – if you explain to them that it is done to help them better serve their customers, it eases their worries and the “big brother” syndrome goes away – at least most of the time 😉

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