Why Quality Monitoring is Important for your Call Center?
Call Center Quality Monitoring
Every day, call centers around the world ask this very question. The common-sense answer to this question is, of course, a resounding ‘YES!’. However, when it comes to the implementation of Call Center quality monitoring and driving results, the answer isn’t always as clear. This Contact Center Quality White Paper will examine Why Call Center Monitoring is important on many levels, starting from the basic reason to monitor your calls all the way to what drives a return on your Quality Investment. Download the Call Center Quality White Paper PDF
Basic Quality Monitoring – the Hawthorne Effect
In the early 1900’s, Harvard professors wanted to study the effect of light levels on productivity in manufacturing. Of the subjects they observed, they found no correlation between the light levels and performance, however they did note that the employees they were studying performed better as they were observed. These employees performed better simply because they were aware that someone was watching their performance!
The Hawthorne Effect is defined as:
“An experimental effect in the direction expected but not for the reason expected; i.e., a significant positive effect that turns out to have no causal basis in the theoretical motivation for the intervention, but is apparently due to the effect on the participants of knowing themselves to be studied in connection with the outcomes measured.”
This philosophy breaks down to the rudimentary fundamentals of the human psyche…humans, in general, will perform at a higher level if we think someone is keeping track. This same philosophy applies to the Monitoring of your call center agents…it is scientifically proven that they will perform at a higher level if they know you are listening to them!
Why Call Center Quality Monitoring is Important?
Listening is nice, however, your agents will figure it out quickly if they know that you are merely listening and not doing anything with the information; they will use the Hawthorne Effect to their advantage! As a remedy, the agents must be provided with a strongly supported feedback mechanism that they can easily understand.
Factors for Effective Contact Center Monitoring
There are four factors of Call Center Quality Monitoring that you must understand in making any program successful:
• Your program should be clear and to the point. The agents have limited time and bandwidth to absorb any feedback… they are busy!
• Your program should integrate the supervisors or managers of the agents. They usually take all their direction from their direct supervisor… they know who their boss is!
• Your program should have a clear definition of what you want the agents to do. They want to know what they did right and wrong… they truly want to perform well!
• Your program must be consistent, fair, objective, and accurate in your feedback… if it isn’t the supervisors and agents will discount the findings!
Contact us to discuss why quality monitoring by BPA Quality will help you reach and exceed your goals now.