Incentivise the Right Behaviours
IPI’s Head of Consulting shares his golden rule for call monitoring:
It is important to remember why you do call monitoring – to incentivise employees to demonstrate the right actions and behaviours that will deliver the outcomes you want for your customers and the business.
To do this well, you need employees’ buy-in. They must believe in the metrics and that they are being evaluated in a fair and consistent way compared to other employees (and to other evaluations performed on themselves).
To do this, provide transparent feedback and give employees access to additional coaching to help them perform better in the future.
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This article originally appeared on Call Centre Helper where you can read other experts golden rules for call monitoring.