Call quality monitoring is an essential practice within contact centers and other organizations. It’s a great way for managers to keep track of what their agents are saying to customers while simultaneously providing valuable and actionable information. This information can pertain to your customers (what trends do you see in their concerns and what solutions make them happiest?), your agents (what areas do they need to work on, and where do they excel?) and your company as a whole (is there something about a product or service that should be changed?).
However, call quality monitoring solutions can’t improve an organization on their own. They need dedicated managers to step up to the plate to ensure that any and all information that’s collected is put to good use. Let’s take a look at some tips AVOXI has put together regarding how to effectively use call quality monitoring as part of a quality assurance program.
The company suggests establishing a dedicated quality assurance team to take on call monitoring. Managers have a million things to do in a single day, so adding quality monitoring to the heap will just be another chore on the list. By establishing a team focused on quality assurance, monitoring will be their key priority. That means that all calls can be weighed in on and all gathered information can be used effectively.
Next up, the company suggests scheduling frequent training sessions for agents based around the recordings. These sessions shouldn’t be long; enough time should be allocated to go over one topic at a time. This allows the quality assurance team to go through different topics in depth and lets agents ask questions. The more in-depth everyone goes into a topic, the better the overall understanding will be. These teaching opportunities, combined with role playing scenarios, are a great way to help agents improve in certain areas.
There are countless ways to use call quality monitoring effectively. The most important thing for managers to keep in mind is that these solutions need to be used to their full potential. If they are, they have the potential to completely transform the way the call center is run.