Transaction Monitoring - Key to success, Part I

Transaction Monitoring is an integral part of the business in almost all call centers. Most of the times, it is mandated by the clients that the third party vendor audits the transactions and provides guidelines on how to go about auditing to arrive at a Score. Some times, the Transaction Monitoring Score Card is developed internally by the third party vendor. With this blog, I would like to share some of the best practices which will ensure that your Transaction Monitoring Process actually delivers what it is intended to do i.e.

1. Deliver excellent CSAT results

2. Ensure the guidelines provided by the client is adhered to

3. Provide insights to the vendor on how we can work more efficiently (reduce cycle time, cost of operations)

4. Provide feedback to the Training department helping them continually improve the training content. 5. Plan for Remedial Trainings

6. Provide feedback to the Management/HR on motivation level of the agents

7. Provide feedback to the Clients on how they can improve their product/services, adding value to the client's business and reputation to the vendor

But, before we get into the details of achieving these results, we must first ensure that the process of transaction monitoring is free from all biases and the data is statistically significant to draw correct conclusions from it.  Below are the COPC guidelines on Transaction Monitoring.  I will discuss this in detail in my future posts

The CSP must have an approach for monitoring transactions that is designed to meet CSP, Client, and end-user requirements and targets.  This approach must focus on two levels:

1)At the process level to identify and correct program-level issues that cut across multiple CSRs, and

2)At the CSR level to assess and improve the performance of individual CSRs.

1.Individuals performing monitoring must be trained and must be calibrated quarterly using a quantitative approach that measures calibration at the attribute level in comparison to a reference or gauge.  Calibration must ensure both:

a.Consistency of evaluation among the monitors

b.Scores that are reflective of the end-user experience (i.e., the scores given by monitors should not be significantly different from those received in 4.2 End-User Satisfaction and those provided by clients)

2.The CSP must analyze monitoring results and take action at the program level

  a.  The CSP must establish a monitoring frequency based on an understanding of the statistical implications of its   sample size.

  b.  The CSP must identify program-level issues impacting performance.

  c.  Action must be taken at the program level to improve performance

3.The CSP must analyze monitoring results and take action at the individual CSR level.

  a.  Each CSR must be monitored on an on-going basis at least monthly

  b.  New CSRs must be monitored at least once per week for at least their first month on the job.

  c.  There must be a clear performance threshold, e.g. pass/fail, which must at a minimum, be based on the CSRs   critical error accuracy score.  A CSR cannot pass monitoring if they fail critical error accuracy.

  d.  There must be a plan for communicating the findings of all transactions monitored to staff, including both negative   and positive feedback.  The plan must specify the time frame and the format for delivering this feedback.

  e.  CSRs who pass transaction monitoring must receive the results of all their monitorings and must be individually   (one-on-one) coached on at least a sample of transactions that do meet target.

f.     CSRs who fail a transaction monitoring must be i) individually (one-on-one) coached on all transactions that   do not  meet target. ii) Monitored more frequently in order to determine if the failure is an isolated case or   symptomatic of poor performance.

  g.  For CSRs who repeated fail transaction monitorings, corrective actions must be implemented.  The CSPs   approach for corrective action must provide for removing CSRs who repeatedly perform critical errors from   handling end-user transactions until effective corrective action is taken.

4.The CSPs transaction monitoring approach at both the program and CSR levels must ensure:

  a.  All types of end-user transactions (eg. Calls, faxes, mail, web-based, email) are monitored

  b.  Both side-by-side and remote monitoring are performed on an on-going basis.  Screen capture and voice   recording applications cannot be substituted for side-by-side monitoring.

  c.  The methodology used to select the sample of transactions to be monitored is unbiased.

  d.  Critical Error Accuracy is monitored and assessed as a distinct component.  Non-Critical Error Accuracy and   other attributes can be assessed separately or as one combined component.

  e.  All information given and received by CSRs (eg., information entered by CSRs into information system) is included in monitoring