Deze blog is ontstaan door een groeiende vraag over Quality Monitoring in de LinkedIn Group Quality Monitoring.
De vraag is dan ook...
"Quality Monitoring is for people like trainers, coaches, customer care managers and customer care contact center managers. Companies use writing or excelsheets. Does QM software give a good ROI?"
Friday, September 18, 2009
Thursday, September 25, 2008
ROI is about money.
It is unfortunately very difficult to prove that satisfied customers become loyal customers and it is also very difficult to prove (and probably not even true) that loyal customers are more profitable than non-loyal customers (See: W. Reinartz & V. Kumar; 'the mismangement of Customer Loyalty' in the HBR of July 2002).
Quality Monitoring tools give any organisation the power to look into the customer contacts and evaluate them for what really matters; the quality of the contact.
Research of my company (Auditio) shows clearly that calls with a high quality are usually shorter than calls with a low quality. The difference is immense; on a standardized scale with a mean AHT of 100, the best calls take 75, and the worst calls take an AHT of 166 (see for more info http://www.auditio.nl/auditio-uitgaven-2.php in Dutch). Now we are talking money(!).
If the team leaders are capable of using the QM Tools for improving the quality of the contact, than it is very very likely that the AHT will drop, and thus QM will provide for a healthy ROI.
There is one caveat however; listening in to calls, and getting to an objective verdict of quality is not easy. We think it is work for specialist, that can (and perhaps should) be outsourced to a specialist company.
P. Harts
It is unfortunately very difficult to prove that satisfied customers become loyal customers and it is also very difficult to prove (and probably not even true) that loyal customers are more profitable than non-loyal customers (See: W. Reinartz & V. Kumar; 'the mismangement of Customer Loyalty' in the HBR of July 2002).
Quality Monitoring tools give any organisation the power to look into the customer contacts and evaluate them for what really matters; the quality of the contact.
Research of my company (Auditio) shows clearly that calls with a high quality are usually shorter than calls with a low quality. The difference is immense; on a standardized scale with a mean AHT of 100, the best calls take 75, and the worst calls take an AHT of 166 (see for more info http://www.auditio.nl/auditio-uitgaven-2.php in Dutch). Now we are talking money(!).
If the team leaders are capable of using the QM Tools for improving the quality of the contact, than it is very very likely that the AHT will drop, and thus QM will provide for a healthy ROI.
There is one caveat however; listening in to calls, and getting to an objective verdict of quality is not easy. We think it is work for specialist, that can (and perhaps should) be outsourced to a specialist company.
P. Harts
Wednesday, September 17, 2008
Re: Does QM software give a good ROI?
Annett wrote:
What came first – the chicken or the egg?
What should organization begin with: creating a winning strategy and then start looking for the right people or starting with the right people in order to create a winning strategy...with other words, yes: QM software can give a good ROI, it even can help a company to improve its fortune (improving service levels, first call resolution etc.).. But most important is that we use it properly otherwise it is not supportive. The human capital is the most precious resource of a company: customers and employees.
The staff must be involved in the decision making process ( tool choice) and the delivery ( content QM tool). It is very important to train the staff in using the QM tool and maintain it by having frequent calibration sessions.
Why is calibration so important? Because quality monitoring is conducted by people, there is inherent variation in the areas of accuracy, reproducibility and repeatability. The lower the variation, the more meaningful the final scores or data used to measure both the process and the staff who perform the monitored activities becomes. The goal of monitoring is to provide information and data that can be used to improve performance in order to increase customer satisfaction. So in order to benefit from QM software it is the responsibility of each organization to create a high level of consistency across the entire population of coaches, teamleaders, quality managers, all of whom provide feedback and coaching to agents and coaches … when we are able to get reliable data QM even can have a positive impact on the overall ROI.
What came first – the chicken or the egg?
What should organization begin with: creating a winning strategy and then start looking for the right people or starting with the right people in order to create a winning strategy...with other words, yes: QM software can give a good ROI, it even can help a company to improve its fortune (improving service levels, first call resolution etc.).. But most important is that we use it properly otherwise it is not supportive. The human capital is the most precious resource of a company: customers and employees.
The staff must be involved in the decision making process ( tool choice) and the delivery ( content QM tool). It is very important to train the staff in using the QM tool and maintain it by having frequent calibration sessions.
Why is calibration so important? Because quality monitoring is conducted by people, there is inherent variation in the areas of accuracy, reproducibility and repeatability. The lower the variation, the more meaningful the final scores or data used to measure both the process and the staff who perform the monitored activities becomes. The goal of monitoring is to provide information and data that can be used to improve performance in order to increase customer satisfaction. So in order to benefit from QM software it is the responsibility of each organization to create a high level of consistency across the entire population of coaches, teamleaders, quality managers, all of whom provide feedback and coaching to agents and coaches … when we are able to get reliable data QM even can have a positive impact on the overall ROI.
Re: Does QM software give a good ROI?
In my line of business the Customer (satisfaction) is the item that matters. I am interested to here how QM tools can help improve the customer satisfaction, and how these tools measure the customer satisfaction with the service?
Dusan.
Dusan.
Tuesday, September 16, 2008
Re: Does QM software give a good ROI?
Hi all,
We started using a QM tool two years ago and it increased our accuracy with about 10% as we could now program the monitoring frequencies and recordings per program and even per person including screen scraping. It is indeed rather costly and not perfect (customizing the report output is not always possible the way you want) but we calculated an ROI based on less administrative work and higher accuracy taking into account nr of advisors, KPI's, COPC requirements etc.
In my experience, a QM tool is very useful for automated recording, screen capturing, reporting (can be improved in our tool) to improve accuracy and coaching quality (especially with screen capturing) but an integrated dashboard analysing and integrating trends on CSS, QM and SL is still necessary. It is not the tool that will solve all your needs but it makes life for my staff a lot easier allowing them to monitor higher frequencies in less time and spend more time on a more efficient coaching thanks to screen recording.
Peter
We started using a QM tool two years ago and it increased our accuracy with about 10% as we could now program the monitoring frequencies and recordings per program and even per person including screen scraping. It is indeed rather costly and not perfect (customizing the report output is not always possible the way you want) but we calculated an ROI based on less administrative work and higher accuracy taking into account nr of advisors, KPI's, COPC requirements etc.
In my experience, a QM tool is very useful for automated recording, screen capturing, reporting (can be improved in our tool) to improve accuracy and coaching quality (especially with screen capturing) but an integrated dashboard analysing and integrating trends on CSS, QM and SL is still necessary. It is not the tool that will solve all your needs but it makes life for my staff a lot easier allowing them to monitor higher frequencies in less time and spend more time on a more efficient coaching thanks to screen recording.
Peter
Friday, September 5, 2008
Re: Does QM software give a good ROI?
Peter wrote;
A good ROI on implementing one of the QM tools available (Nice / Winess / Ec.) depends not on the kind of center (large centers do not always show a high frequency of structured monitoring) in the way that it depends on the intensity and frequency of Monitoring that takes place there. If the tool / software raises the productivity of the Monitors (more Monitoring sessions done per hour) it will show a good ROI. Conditional however furthermore is the way in which the software is tailormade to suit the existing intense and frequent monitoring practise. ROI is further heightened when the large numbers of Monitoring sessions are evaluated in a way that is aligned with the customers judgment of the quality of the contact, so that the Quality figures generated bij the QM software 'mirror' the customers judgment.
A good ROI on implementing one of the QM tools available (Nice / Winess / Ec.) depends not on the kind of center (large centers do not always show a high frequency of structured monitoring) in the way that it depends on the intensity and frequency of Monitoring that takes place there. If the tool / software raises the productivity of the Monitors (more Monitoring sessions done per hour) it will show a good ROI. Conditional however furthermore is the way in which the software is tailormade to suit the existing intense and frequent monitoring practise. ROI is further heightened when the large numbers of Monitoring sessions are evaluated in a way that is aligned with the customers judgment of the quality of the contact, so that the Quality figures generated bij the QM software 'mirror' the customers judgment.
Thursday, September 4, 2008
Re: Does QM software give a good ROI?
Hi Martijn,
In my experience, it depends on the type of Callcenter:
A Callcenter for which the contact is intensive, and for which cross/opselling-posibilities are there, its a good tool to use:
You can intensively coach agents to do more than only assisting a customer.
also you can actualy "measure" quality with figures(evauation-forms) and transform a "service-level-oriented callcenter to a Customer-focussed one.
I see more and more Callcenter realizing this and start to implement an QM-tool.
but remind that little callcenters would not need a heavy costly "NICE"-like QM-tool, as basic "voice-recording"would be sufficient.
greetz
Raymond
In my experience, it depends on the type of Callcenter:
A Callcenter for which the contact is intensive, and for which cross/opselling-posibilities are there, its a good tool to use:
You can intensively coach agents to do more than only assisting a customer.
also you can actualy "measure" quality with figures(evauation-forms) and transform a "service-level-oriented callcenter to a Customer-focussed one.
I see more and more Callcenter realizing this and start to implement an QM-tool.
but remind that little callcenters would not need a heavy costly "NICE"-like QM-tool, as basic "voice-recording"would be sufficient.
greetz
Raymond
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