ICMI's Customer Management Insight - September 2007 - (Page 20) PEOPLE BY JANIE IADIPAOLO for directors, managers, quality specialists, supervisors, and team leaders M Monitoring and Coaching Practices Show Room for Improvement, Study Says To remedy ailing environments, experts recommend a strong cultural foundation and a positive managerial approach. Monitoring, and its indispensable mate, Figure 1. Top Monitoring Challenges Facing Companies coaching, are being shortchanged and Percent of Companies Reporting as one of Top Four Challenges neglected within many call centers, according to recent industry research. Lack of time/resources to monitor 75 The 2007 Call Monitoring Practices Coaching effectively 58 Survey, sponsored by Verint Systems Monitoring a large enough sample of calls 52 Inc. and Aon Consulting, reveals that 75 Consistency in ratings 45 percent of the 438 U.S. companies that Obtaining data useful to the organization 43 responded to the survey cite a paucity of time and resources as their greatest Rating objectively 36 monitoring challenge (see Figure 1). As Buy-in from contact representatives 28 a result, many professionals reported Lack of a recording system 21 experiencing either the nonexistence of Identifying high, average and low performers 20 quality monitoring and coaching, or the presence of enervating practices. The encouraging news is that call center Numbers will exceed 100% because survey participants were able to choose multiple responses. leaders and experts are passionate and Source: 2007 Call Monitoring Practices Survey Results sponsored by Aon Consulting and Verint Systems, Inc. resolute about improving monitoring and coaching methods within struggling centers and, herein, they share useful philosophies and strategies. CONNECTING CULTURAL CLARITY TO QUALITY In some call centers, a “big brother” mindset prevails in which frontline staff view monitoring as eavesdropping rather than a positive performance improvement practice. These centers suffer from a lack of trust, says Kristyn Emenecker, solutions marketing manager, Witness Actionable Solutions, Verint Systems. “Unfortunately, when that has been Kristyn Emenecker, Solutions Marketing part of the environment for a while, it’s very Manager, Witness difficult to turn it around.You can’t just impleActionable Solutions, Verint ment a quality program by creating a QA Systems form and having weekly one-on-ones. It doesn’t work like that. It’s not a magic pill. ” icmi’s insight www.icmi.com | SEPTEMBER 2007 20 http://www.icmi.com
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