Does Your Contact Center Quality Monitoring Process Add Value?

Most contact centers have a quality program that monitors a certain number of calls per month based on the number of agents and an identified sample size. This monitoring activity cost money but it does not always correlate to additional value. Let’s explore how we arrived at the numbers in this infographic.

To start, we calculate an hourly rate. Often supervisors and/or a quality team may complete the monitors and the coaching. Assuming your quality staff and/or supervisors have an average salary of $53,000.00 fully loaded with benefits, the hourly rate for those individuals is $25.48.

From there, we start to look at how many minutes it takes to complete each monitoring activity in total. They often begin with setting up an interaction for quality monitoring which takes about 2 minutes. Then, it takes about 7 minutes to listen to the call and 10 minutes to document the call. From there, a supervisor or quality team member will coach the agent. The coaching can take about 20 minutes. Combined, the total time spent for call center quality monitoring takes about 39 minutes per observation.

Now that we understand how long each monitoring takes, we can begin to figure out the cost of each monitoring. Knowing the average hourly rate for the employees responsible for conducting these monitorings is $25.48, we can multiply that times 2/3rds and will come out to $16.86 for each call monitoring completed in a contact center.

Knowing each quality monitoring is $16.86, we then start to compute how many quality monitors are completed. If you have 50 agents in a department and 10 monitors are completed per agent, this department would have 500 monitorings completed per month which equates to a $8,430 monthly cost. Annually, the department total is $101,160. Are you receiving $101,160 in value added to your call center?

Is your quality team reducing the cost per call or improving the customer experience by $101,160? Unfortunately, the answer seems to be resounding no. 93% of call centers call cannot correlate their quality process to an improved customer experience or a reduced cost per call.

As we help contact centers with this costly problem, we are often asked numerous questions around the quality process. Some of the questions we are frequently asked are:
– How many monitorings should we complete?
– How do we measure quality effectiveness?
– Who should complete the monitorings?
– Who should do the coaching?
– How do we measure calibration effectiveness?
– How do we analyze the data?
– Are we monitoring the right items?

If you have these same questions or not able to correlate your quality process to your desired outcome, give us a call. We can help.

Contact Center Quality