There is a reluctance among some companies to start a QA program. Monitoring calls makes some managers feel like "big brother". There is often a fear of a backlash among the front-line, and there is often a strange "I don’t even want to know" attitude we encounter when talking to companies about getting started. "We’ve done fine without monitoring calls," the theory goes, "Why start now?"
Are you doing fine? Do you really know that?
Sticking your head in the sand has a very deceptive quality. It makes you feel safe and comfortable, but it leaves your back-side exposed as a huge target. At some point, you’re going to get blind-sided right in your keester.
Many of the calls we listen to involve CSRs making a sincere attempt to deliver great service to customers. But your phones are managed by human beings, and not all human beings are self-motivated. In fact, when left to ourselves we often take the path of least resistance – doing what’s easiest and most convenient rather than doing what’s best.
Over the past year, across various clients, we’ve encountered CSRs playing video games through entire phone calls, pretending to pull up the customer’s account and providing answers out of thin air. We’ve seen and heard CSRs who tell the customer that they are "pulling up your account" when the account was already up on the screen. They left the caller in dead air for up to a minute while writing personal e-mails to family and friends.
It’s sad that people will take advantage of their employer and hurt the customer this way, but it happens. There is a tremendous amount of time and resources wasted, and a tremendous number of customer service issues created or escalated, by people who are not adequately coached how to best serve the customer – or who choose to take advantage of the system.
When you properly develop and implement a Quality Assessment program, you can eliminate the small minority of CSRs who are taking advantage of you, you can equip the vast majority of "good" CSRs to become "great" CSRs, and you can quantify, exemplify, and reward your top performers. QA doesn’t have to be a negative experience.
Our experience is that the CSRs who really want to do a good job and be recognized for it actually appreciate what a QA program does for them. It provides them with quantifiable data telling them what they need to do to improve, it tracks their progress, and it provides them with the data to show their managers how well they are doing.
Hey, Call Center Manger! Hey, Vice-President of Customer Service! Hey there CEO! It’s time to get your head out of the sand! There’s money to be saved and customer satisfaction to be earned by monitoring and equipping your front-line!