It’s all about quality
With consumers demanding brilliant customer experiences, organisations are under increasing pressure to monitor the quality of the customer interactions they are handling.
It’s not just about monitoring those interactions. It’s what you do with what you find that counts. And that’s what the judges at the European Contact Centre and Customer Service Awards will be looking for when assessing the Best Quality Monitoring Team category.
The insight that a quality monitoring team gathers is priceless. Used well, it can motivate advisors, illustrate customer service excellence and be used to improve product or service delivery. If your contact centre has a quality monitoring team that has a clear purpose and delivered results, then maybe they should be entering the ECCCSAs this year.
Chair of the Judges, Ann-Marie Stagg, said, “quality monitoring is such a crucial part of any contact centre or customer service operation. Without listening to customers, organisations cannot adapt their approach and make incremental, or indeed significant, changes to the way they serve their customers.
“Each year I am proud to hear how organisations are getting more intelligent with how they monitor quality and how they are using this information to really positive effect. I hope to read lots more stories this year about how organisations across Europe are tackling the quality challenge.”
As well as having a quality framework, the judges will want to understand the tools and methodologies that have been deployed. They will want to understand what the aim of the team is and how they are performing against their KPIs. Of course, the judges will want to understand what impact the team has had on improving overall quality of service delivered to customers not just in the contact centre, but also the impact the insight has had on the wider business.
With all these things, you can’t stand still. So if you’re looking to enter this award please share how your quality monitoring approach is adapting to your changing environment, or the changing needs of your customers and the business.