Quality Monitoring – What’s Missing?


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Call Centers typically implement Quality Monitoring to monitor the customer experience, improve employee performance, and ultimately improve the customer experience. Granted there are others reasons including compliance, security, etc.

Now, consider how this accomplished and tell me if something is missing.

We pay one group of employees, to listen to the employees that we pay to help our customers.


We pay an outsourcer, to listen to the employees that we pay to help our customers.

What’s missing? The Customer!

This creates a situation of subjectivity, debate, inconsistencies, etc.
Why not leverage the voice of the customer in your quality process? Engaging the customer in your QM process allows you to calibrate managers, employees and customers. Customers drive performance on all levels. They help to reduce cost, increase accuracy, increase experience measurement, increase encouragement and often increase their loyalty to your organization. Their time invested helps them to become more loyal to the very company they are helping. Everyone wins!

Here are some reasons why you should leverage your customers in QM.
Customers are Accurate
Who better to tell you what they think and feel about the services you are providing them? Who better to tell you the unique attributes about your employees? Who better to help you teach key skills to your employees? Customers have a front row seat to all of your transactions. They understand uniquely their intent and expectations. There is no more accurate resource to provide direction and feedback.

Customers are Passionate
One of the key components of finding partners to help you grow your business is their level of passion. Have you fielded a complaint from a customer lately? They are passionate about how you treat them, your accuracy, your professionalism, and better ways to serve them. All you have to do is ask.

Customers are Credible
Whom would you believe? A peer who listens to Quality Monitoring calls all day long day-in and day-out, or the actual customer? Customers provide instant credibility for feedback and direction on how to improve. Not everyone will be perfect. A very few will have an agenda. The vast majority will provide credible feedback.

Customers are Affordable
Customers provide us feedback at little or no cost. Yes, we must gather the data but we do not pay benefits, sick time or FMLA. Customer feedback and direction is eminently affordable and attainable in your center.

Customers are Reliable
Customer show up, every day, to make contact and touch your organization. Their absentee and turnover rates are often better than your employees are! If you build it, they will come.

Customers are Almost Infinite
There are millions of customer transactions, all the time. In our busy times, slow times, night times, new products, old products, test products, happy, sad, fair, and unfair, customers are there. We don’t have to use the same customers for feedback. Customers usually have a lower turnover rate than our own employees!

Are you Customer Driven? Are your customers working for you to reduce operational costs while improving employee performance?

Republished with author's permission from original post.

Scott Thomas
Scott O. Thomas is the Senior Partner with Proponisi. Proponisi provides award winning enterprise product solutions and professional services to customer driven organizations. Greek for "coaching", the word Proponisi reflects our software's ability to leverage your customers to coach, encourage and provide feedback directly to your employees.


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