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Nine Points to Keep in Mind when Monitoring Calls



By Alicia Young, Web Editor
August 15, 2017


We talk a lot on this channel about the importance of monitoring calls for quality assurance. There are a variety of methods managers can use to go about doing this—3rd party remote call monitoring and workforce management solutions being some of the best options. However, what are managers supposed to look out for once they have all these new solutions in place? What, exactly, makes for a quality call?


According to The Call Evaluation Model, which is a registered trademark of Resource International, there are nine key ingredients on which to base a call evaluation. These nine points should be taken into consideration each and every time a manager listens in on a call for quality assurance purposes.

1. Honesty. The way an agent starts a conversation sets the tone for the rest of the interaction. There’s a fine line between being genuinely friendly and helpful, and trying too hard. Customers can tell when the agent is being “fake” and may feel as if they’re being patronized for needing help. Training agents how to be friendly and honest in their approach, without coming off as condescending, is key.

2. Attention. It’s also easy for customers to realize when an agent isn’t engaged in the conversation. If agents start using phrases such as “no problem” or “one second,” it’s clear that they’re mentally checked out of the conversation. When monitoring, keep an ear out for these tell-tale phrases.

3. Interest. This is pretty self-explanatory. Is the agent showing interest in what the customer is saying, and does it sound like they’re trying to solve the problem quickly and effectively?

4. Duplication. Is the agent asking the customer for information that they’ve already disclosed, such as name or birthday? If so, the agent isn’t paying attention and is likely making the customer more frustrated.

5. Assumptions. On a similar note, it the agent making assumptions, or actually listening to what the customer has to say? There’s nothing worse than calling in for help, only to have the agent ignore your concerns and assume that they know the problem and solution.

6. Responsibility. Has the agent taken responsibility for the call? The way to do this is by making it clear to the customer that the call is the agent’s No. 1 priority, and that they will do everything in their power to solve the problem.

7. Call Control. Did the agent take control of the conversation, or let the customer lead aimlessly? There’s a difference between taking control and making assumptions. Agents can still listen to what the customer has to say while leading the conversation in the direction is needs to go to find a solution.

8. Friendliness. Is the agent displaying empathy rather than sympathy? Do they seem sincere or condescending and patronizing? Customers need to know that agents understand their problems and are working to find a solution.

9. Professionalism. Has the agent acted in accordance with the company’s professional guidelines? Using phrases such as “Sir” and “Ma’am” as well as “Thank you for your patience” are staples of professional language.

By keeping these nine points in mind while monitoring calls, managers should easily be able to pick out which agents are performing well, and which need some additional training.




Edited by Maurice Nagle

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