Envision | Reducing Administrative Costs

Our series on cost savings continues (see part 1 here) with a valuable checklist for optimizing your quality process. You have a quality process and feel like it is going well, right? Are you concentrating your efforts in the most optimal ways? Can you justify the costs?

The key to optimizing your quality process is found in your ability to integrate three things:

Calibration

Considering your current quality process, how certain are you of the continuity in the review outcomes? Does the staff responsible for quality reviews meet often to calibrate their process? Do they share this process with team leads to insure continuity in responses and coaching to agents? If not, this is a process improvement you can implement quickly and receive immediate, positive results. Make sure everyone in a coaching role is on the same page and your agents will feel more confident. 

Review the Contacts That Are Most Meaningful

You can’t change what you can’t measure, right? But how do you know you are measuring what is important right now? Random reviews have been the mainstay for many years, but do you ever feel like you are missing core elements with agent coaching because those elements aren’t included in your sample? It is possible to collect calls that match criteria you identify. You can chose coaching opportunities specific to sales campaigns, legislative changes or other word identifiable concepts important to your industry. Targeting your quality process can deliver quick results and truly improve agent performance, not just measure it.

Deliver Coaching in a Positive and Immediate Manner

Coaching is most effective when delivered as close to real-time as possible.  The way in which you deliver it is the key to your success. An interactive feedback channel is crucial to agents’ retention of your coaching. Capture their whole interaction, talk them through the review and provide creative and constructive feedback; then deliver it at an appropriate time. Show them how to improve, don’t just tell them. 

Cost savings can be found by utilizing time in a manner that proves effective outcomes. This requires a targeted approach and a strategy that can be supported with as much automation as possible.

How are you reducing costs in your center?