How good is your Customer Service Monitoring?
On a scale of 1-10 how good is your customer service monitoring? How consistent is your customer service offering? What was the customer service level at last month? Are you tracking changes and trends? Do you know on any given day how your customer service team is performing?
If your answers to all of the above are satisfactory I’m going to guess you are already using a customer service scorecard. If you aren’t using a customer service monitoring form and are satisfied I would love to know what your secret is so please let me know! If you’re not satisfied with your answers then perhaps now it’s time to consider creating a customer service monitoring scorecard and here's why.
Customer Service Monitoring Cards form the basis of a QA framework for Contact Centres
A monitoring form has much more of a function than just scoring inbound complaints. When a monitoring form is scored it doesn't just get reviewed, signed off on and is finished with, its a new part of the overall score which will be revisited for analysis countless times. Monitoring customer service is an ongoing process that grows and strengthens over time. Customer service monitoring forms are at the heart of the quality scoring as all results are based on the criteria outlined in the forms. These results record the performance of all the various customer service departments and business decisions are made based on these results.
Designing Monitoring Forms forces you to think through Customer Service Objectives
Going through the process of designing customer service scorecards alone is a beneficial exercise as it makes you mull over the messages you are trying to get across through customer service. When you design a scorecard in this way it will mean that your scores will tell you whether you are meeting your objectives. Follow this 10 step guide for Designing Quality Monitoring Forms suitable for call centres for more details.
Monitoring Scorecards help Identify Best Practice
Customer service interactions that showcase best practice can be awarded with kudos points or gold stars. It's important for contact centres to recognize when they perform above and beyond their call of duty and monitoring forms are a great way to provide everyday pat-on-the-backs to staff as well as providing trainers and managers a pool of excellent interactions to use for training and feedback.
Help Agents Understand Performance Expectations
Monitoring forms should be shared with agents in dashboards or sit-down sessions. By viewing the monitoring scorecards agents can see the scoring criteria thus get a better understanding of performance expected and how they can meet and exceed the criteria.
Divides an Interaction into Sections
An interaction between customer service representative and customer should flow however certain parts of the conversation are more crucial than others, for example a customer experience focused organisation may want to place large emphasis on behaviour on tone whereas a complicated technology provider might have more of a priority on delivery of accurate technical expertise. By separating an interaction into sections that are scored and weighted differently quality analysts can see exactly which parts of an interaction agents, supervisors and teams need to work on. This can shape training/coaching sessions, and then new scores can be reviewed to see if there are differences and whether the coaching has improved performance for the sections in question.
Measure Customer Service Performance in Different Ways
Monitoring forms or audits measure performance. When the scoring process is synced and organised correctly these scores can be sliced and diced into a number of different ways. Scorebuddy has four levels basic levels of hierarchy; groups, teams, supervisors and employees. Meaning that when every score is recorded it is organized by each of the levels. There are also additional categories by which scores can be split into; card types, event types, sub-event types and customer reference. Whether you use these additional categories is up to an organisation.