Call Center Management Forum | Leadership and Management in General
Call center tool- group call monitoring
In your opinion is the group call monitoring practice still useful.
This is question is regarding our national inbound/outbound b2b and internal customer service call center.
our Buyers speak with vendors and internal customers ( institutions we own ).
Every call is recorded but the VP ( sales background ) now wants us to divide our teams up and have quality monitoring meetings. There will be 4 CSRs and 5 managers in each meeting.
CSR calls will be pulled and played back for all to hear.
The objective is to "equalize" the customer service approach department wide.
Current tools in play are The Phone Dr training.
There is minimal department process documentation /SOP at this point in time.
100% of the CSRs do not want this approach and think its a violation of privacy and that the call monitoring is enough.
Do you have any opinions on if this is a viable tool?
Do you have any suggestion?
Thank you
Responses
Posted 6 months ago by Key Master
Hi Star,
For of all i'm not going to recommend a tool, however from my perspective coaching should happen 1:1, having 4 CSR's and 5 managers in each meeting seems to be excessive waste of resource.
Kind Regards
Mads
Mads
Posted 3 months ago by Member
It sounds like your working Calibration into other Quality meetings. We do calibration once a month with all of our QA team leads, our Trainer, and myself (the CC Manager). It's seperate from the meetings with the agents, though. We do it basically just to ensure that all of us are viewing "quality" the same way. This is about an hour a month for each of us including the meeting.
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