One of the most important things about quality monitoring is consistency. Do you have one person that listens to and scores calls? Do you have several people responsible for scoring calls? Do you schedule calibrations where all people responsible for scoring calls meet, listen to and discuss the reasons that they scored a particular behavior as a meets or a did not meets? An associate should be able to receive the same evaluation from each person that monitors them with little variance.
The associates need some type of documentation on what the criteria is that they are being scored on. For instance, we provide our associates a guide sheet that evolves as the criteria does. In this document, they have the tools to meet and exceed the guidelines that are in place.
To make an evaluation less subjective can you drill down the criteria some? For example, you listed Effective Communication as one of the guidelines. What is involved in effectively communicating with a caller? (i.e.- Listening Skill and Questioning Skills) Just because and associate does not ask the right questions, it does not always follow that they are not listening. They may just be confused as to the caller's actual need which would prove to be a training need.
If you would like more information, please feel free to e-mail me at
quality_123001@yahoo.com