What are Transactions?
Interactions with end-users are called Transactions. Examples of calls, faxes -mails, web-based session’s etc. Monitoring of all types of end-user transactions is done to ensure that call-centre, client and end-user requirements and targets are met.
Why Transaction Monitoring?
- Lesser mistakes and satisfied customers.
- Helps trainers identify training needs of CSRs.
- Ensures the deliverability of the set targets, standards ¶meters defined in S.L.A. (Service Level Agreement) with the client.
- Positive impact on profitability & growth of business.
- Positive impact on Personal growth, skill set improvement, confidence &motivational level of a CSR.
And Also for ….…
To maintain our own standard of quality of work.
Calculate FA and NFA Scores Studying trends over a period of time and incorporate that accordingly.
To be able to identify problem areas and take preventive actions.
How is it done?
There are six basic levels of quality monitoring:
- Walk-around observation
- Side-by-side monitoring
- Plug-in/double jack monitoring
- Silent monitoring
- Record and review
- Voice and screen/multi-media monitoring
Monitoring Methods for Telephone Transactions
Auditing recorded calls.
Auditing real time calls.
Auditing voice and screen component of recorded/ live calls.
Side by Side Monitoring:
Auditing a call sitting next to a CSR.
Terminologies in TM
Critical To Quality Characteristics. Customer performance requirements of a product or service.
Any event that does not meet the specifications of a CTQ.
Any event that can be measured that provides a chance of not meeting a customer requirement. These are the number of parameters (on account of Non-Fatal Errors) which are monitored in any one call. In case of multiple calls, these are a product of number of calls by the number of parameters. (Note- This will exclude the compliance parameters or the Fatal Error parameters)
Any Defect in the transaction that has legal or financial implications or gross errors on customer handling such as rude or abusive language is termed as fatal error. Any fatal errors would result in the whole transaction being declared VOID.
There are 6 such categories:
- Wrong Resolution
- Misleading Information
- Financial loss to the client (wrong address details)
- Foul language
- Case Note defects like incomplete details mentioned in the case notes, wrong customer profile.
Any parameter, the occurrence of which is not desirable yet may not result in a VOID transaction. Defects which may lead to customer dissatisfaction are also included in this category.
Any score above which a transaction is deemed pass and below which it is considered failed.
Any transaction which is monitored, and is deemed VOID on account of any FATAL ERROR occurrence. Note – Any transaction, which may not have any fatal errors, yet may have multiple Non-Fatal errors, resulting in a Transaction score below 75% will also be considered as a defective transaction.
Calls are picked at random from the recording device based on Random Table to make the sample relevant, representative and remove bias. Some minimum length calls are always included in the sample to ensure review of all aspects.
How is it measured?
Following accuracy metrics are measured During TM:
- Fatal Accuracy: COPC Threshold >98%
- Non-Fatal Accuracy: COPC Threshold >98%
- TM Score: SLA Threshold
- FA – Number of pass calls / Total Calls
- NFA – 100% – (Non-fatal defects/ Total Opp.)
- Total Opp. – Total Calls x Number of parameters
- TM Score – Absolute scores/ Total calls
An Audit sheet is used to mark the observations of Transaction Monitoring during a call audit session by a Monitor. It is the tool which has the following mentioned:
- Parameters (Fatal and Non-fatal) based on Call Flow
- Brief description
- Score methodology
- Space for comments
Different audit sheets are generally used during monitoring of different type of transactions. Example: In call Audit sheet, Side-by-Side Audit sheet, Escalation audit sheet, Email Audit Sheet.