Service quality evaluation of call center agents?

For call center enterprises, service quality is the foundation of call center, and operation and maintenance management is the source of enterprise development. More and more enterprise call center managers pay more and more attention to the service quality management of the call center, and the time, manpower and expenses invested in telephone monitoring are also increasing year by year. On the one hand, the call center is constantly exploring and developing telephone monitoring methods suitable for its own characteristics, on the other hand, it is constantly investing a lot of training for agents, supervisors and managers. The work of the call center is not only a labor-intensive industry, but also a technology-intensive industry. As a qualified agent, first of all, you should be very familiar with the relevant business of the enterprise, so as to answer customers' questions in the shortest time and handle the business that customers need; Secondly, we should have rich communication skills. Although agents don't have to communicate face to face with customers, they need to gain the trust of customers only through voice, and they need communication skills and proper manners. This makes it more important for the call center operation manager to monitor the phone. However, what puzzles the call center managers of many enterprises is that when they spend more time on the quality management of telephone monitoring than the traffic handled by the agents, their efforts have not been rewarded accordingly. Why is this?

In fact, although the call center in normal operation attaches great importance to the work of telephone monitoring, it often sets up a special "quality inspection department" to take charge of this work, but it ignores an important point, that is, how to evaluate the quality and effect of telephone monitoring in call centers. Imagine that if the evaluation system itself is not standardized and unreasonable, the results and analysis data of telephone monitoring will be greatly discounted, which will not truly reflect the actual effect of telephone monitoring, reduce the efficiency and effect of evaluation, waste a lot of time, manpower and material resources, and at the same time put great pressure on evaluators, that is, the supervisors and managers of call centers, and reduce the enthusiasm of agents to participate in telephone monitoring. Therefore, it is more important to correctly evaluate the quality of telephone monitoring for the supervision and management of call center agents.

Five elements of evaluating the quality and effect of telephone monitoring

1, evaluation standard of agent service quality

The evaluation criteria of telephone monitoring in most call centers are too subjective. For example, in some call center telephone monitoring quality evaluation standards, whether the agent's attitude towards customers is friendly or not is directly "the agent's service attitude is very good". This criterion is too vague and subjective, and the evaluation results will be related to many subjective factors, such as who is listening at that time, the listener's personal emotions, etc., which leads to the listener's inability to accurately grasp this evaluation criterion, and the evaluation results will definitely be very different. Although we can't guarantee the objectivity of 100% of the evaluation criteria, we can completely change the monitoring evaluation criteria such as "the agent's service attitude is very good" to something such as "the agent uses correct and polite greetings" and "the agent uses the customer's name to address each other", and the agent uses more positive language, thus reducing the influence of the subjective factors of the listener when judging whether an agent is friendly to the customer and improving the monitoring results.

Here, I want to emphasize the application of telephone monitoring standard table (given in the following article) in evaluating the quality and effect of telephone monitoring. Because the telephone monitoring standard table has the following characteristics: the table design is simple and easy to understand, the questions are not too subjective, different evaluation items are classified, and there are scientific and clear scoring rules according to the weight of each level of items. Using the telephone monitoring standard table can improve the monitoring efficiency and ensure the objectivity and fairness of the monitoring results.

2, proxy call service quality monitoring

Because monitoring is a sampling survey, rather than monitoring all calls, it is very important to choose what kind of samples can correctly reflect the service quality of agents. Because monitoring takes a lot of time and energy, call center monitors usually monitor when they and their agents are not very busy, which ignores that the service quality is better when the agents are not busy than when there are many calls waiting in line. When there is a lot of telephone traffic, agents feel more pressure, which can test the service quality of agents. This time should be the best time to select samples for monitoring, which is more universal. Therefore, the selection of some samples should be specially arranged when the agent's traffic is busiest.

A common problem that call centers often make is that only when the agents have serious problems, such as providing wrong information to customers, the supervisor will pay attention to it and give telephone monitoring guidance, ignoring that even the best agents need telephone monitoring to help them improve continuously. After a long time, the original excellent agent could not get timely guidance, which reduced his enthusiasm for work and exposed new problems. This is not to say that quality supervisors will find fault. A supervision system will not achieve sustainable development if it only pays attention to the performance of the worst agents and ignores the service quality supervision of excellent agents. Therefore, attention should be paid to the comprehensiveness of selecting monitoring samples, and regular monitoring and guidance should be given to agents who perform very well.

3, proxy call service data evaluation standard

The feedback information of the call center on telephone monitoring tends to focus on the individual agent, that is, if the agent's problem is monitored, the agent supervisor or manager only gives the agent feedback information: "You have done a good job, but there are still a few points to pay attention to …". Because telephone monitoring is not to monitor every call between each agent and the customer, but to randomly take samples, if one-to-one feedback information is adopted, the same problem will be fed back to different agents, which will reduce the efficiency of the agent supervisor, so that he has no time to monitor more calls comprehensively and may miss more important problems. Therefore, when evaluating the quality and effect of telephone monitoring, we should pay attention to the statistics and centralization of data evaluation. The problems of an agent in a certain period or situation may be the commonality of the whole team. In the process of monitoring and evaluation, the monitoring results should be summarized in time, compared and analyzed, and graded according to the frequency of the same or similar problems recorded in the monitoring results from high to low. For problems with high frequency, on the basis of discussing with agents, analyzing the reasons and soliciting opinions and suggestions, all agents are given targeted training and guidance; Give individual guidance to the problems of individual agents.

4. Continuity of service quality evaluation of agents.

Each agent may behave differently at different times. For example, the survey shows that the scores of the monitoring results of agents increase four months before joining the company, and then become a downward trend four months later. If we just give up or reduce the monitoring after the first four months, the service quality of the agent will continue to decline. Other agents may perform very well at ordinary times, and when they were monitored, they were extremely depressed at that time and had a quarrel with their customers for some reason. If the evaluation is random and discontinuous, it is likely to lead to the situation of evaluation quality and reduce the authenticity of the results of Pingju. Therefore, it is necessary to set a goal to evaluate the quality of telephone monitoring, that is, the minimum number of times each agent is monitored in a fixed period of time. No matter the agent with poor performance or the agent with good performance, we should stick to it at least times under any circumstances. Many successful call centers abroad monitor each seat five times a month, whether busy or idle.

5. Understanding of telephone monitoring evaluation standards

The degree of recognition of the monitored person and the monitored person to the evaluation standard of telephone monitoring is an important index to evaluate the quality and effect of telephone monitoring. The higher the acceptance of telephone monitoring evaluation criteria, the higher the enthusiasm and the better the service quality. On the other hand, if the agent does not recognize and understand the evaluation standard of telephone monitoring, it will dampen his work enthusiasm and reduce his service quality. Similarly, if the supervisor or manager of the seat disagrees with the evaluation standard of telephone monitoring, the telephone monitoring work will put great pressure on him, which will reduce his interest in telephone monitoring and make it impossible to give timely guidance to the seat attendant. Therefore, many factors should be fully considered when formulating the evaluation standard of telephone monitoring, and the opinions and suggestions of supervisors, managers and agents should be widely solicited, and outdated or unreasonable evaluation standards should be updated and revised in time according to the changes of the situation, so as to improve the recognition of telephone monitoring evaluation standards. The effect of evaluating the quality of telephone monitoring ultimately achieves two purposes.

1, to meet customer needs

As the representative and defender of enterprise customers' interests, the agent in the call center shoulders very important responsibilities and obligations. We evaluate the effect of call center telephone monitoring quality in order to improve the service quality of agents and better serve customers. Enterprises are in a changeable market, and there are often many internal adjustments, and product policies and service systems will change from time to time. Although the changes of enterprises are not always consistent with the interests of customers, it is one of the essential qualities of excellent agents to let enterprises hear and consider the voices of customers to the greatest extent and safeguard the most fundamental interests of enterprises. Every time a change happens, an excellent agent will first consider the impact of the change on customers and how to pass the change on to customers, especially those loyal old customers. At the same time, express customers' ideas and expectations to the departments that cause changes, and constantly meet customers' needs. ETF consultation-the expert team will provide you with the following services: 1, (text) online culture business license (which can be expedited) 2, virtual currency issuance or transaction 3, online game operation filing (which can be expedited) (which can help to deal with violations) 4, online game publishing filing (version number) 5, online culture business license change and annual inspection agency 6, assistance to deal with special difficulties in the online culture industry.

2. Customers create profits for the company.

Customers can often feel the image of a company from the call center, so the management level of the call center has an important positive or negative impact on the overall image of the company. Through the evaluation of the quality and effect of telephone monitoring in call center, the service level of agents is improved, the image of enterprises is enhanced, the purpose of creating profits for enterprises is achieved, and the strategic position of call center in the whole company policy is strengthened.