Take a deep breath... it's only data. Analysing call centre quality monitoring scores can be daunting if you don't know what you are doing. Here are steps to follow to help you analyse the data that's getting pushed through from all your quality monitoring scores.
Step 1: Log Quality Monitoring Scores in a Detailed Manner
As an analyst you know that you can only be as good as the data you are working with. Clean data well organised is essential for successful analysis. Logging QM scores in a detailed manner means that you associate the scores with all the relevant categories; record the date of the interaction, the date of the evaluation, the evaluator's name, the agent, the team they are part of, their location, the channel the customer service interaction was through, the type of query; inbound/outbound/billing/complaint/product. This information will allow you to pull reports for any of these if necessary. Log all the details in the header of the scorecard like the image below. For more on quality monitoring scorecards click here.
Step 2: Report Quality Monitoring Scores before Analysing
To make sense of data you need it to be organised in a rational manner. By reviewing a score here and there you have no sense of trends or whether the examples you are looking at are typical or not. Reports should match the categorisations of your organisation; regions, departments, teams, functions. You will need your reports to be organised by dates too, analysing is closely linked to watching performance overtime.
Step 3: Answer the Top 5 Questions your Head of Call Centre Cares About
The head of your call centre is a fountain of knowledge, at any time there are probably just a few questions they need to know the answer to when they think about quality scores. If you don't know what these questions are, ask them. Consider these questions as the top 5 most pertinent questions and add any questions you think merit the top positions. Now setup reports to answer these questions (even if the reports need to analysed to get to the answer). These questions will give you a great overarching sense of performance and where you can work you're way down from. It also allows you to speak the language of your head of call centre which in turn can help you communicate the significance of findings in a meaningful way.
Step 4: Start Digging through Quality Monitoring Headline Reports
The headline reports contain the most important information and changes in performance of these will make the biggest impact. Examine these reports in detail and if there are patterns emerging get to the bottom of them by digging through the levels. You can uncover valuable insights through this method of root cause analysis and can identify small changes that make a large difference.
Step 5: Analyse Quality Monitoring Reports Categorically and Systematically
This means you need to analyse by category and have a good system in place to ensure you don't miss anything. To do this you should list all the categories you want to analyse to check for trends. Here is a list of categories we receommend reporting on;
- Product Lines
- Compliance Regulations
Analyse individual and comparison reports on each category. Tick items off the list as you work through it to ensure nothing is left out, this systematic routine will help you analyse quality monitoring reports consistently.
Step 6: Lost in Translation: Present Insights for Humans
When you analyse data consistently it's easy to forget what its like for "non-data" people looking at your research. You need to translate all you data findings into plain English and explain what they mean; point towards the potential impact of each finding and try to give examples.
Step 7: Encourage Discussion about QM Findings and Take Action
Analysis is a waste of time unless decisions and actions are taken based on the results. Many organisations are analytics driven and directed which is wonderful, fight your corner for actions and use your analysis to start or fuel conversations and see real change occur. As an analyst you might not have all the answers, yes you might be able to elude to potential impact or reasoning but results may resonate quicker with others in the organisation who have specialised roles and have their 'ear to the ground' or 'finger on the pulse'. These eureka moments will only occur when people are engaged in positive discussion around a topic.