Call Center Management Feature Article
August 30, 2012
Monet Software's Guide to Call Center Quality Assurance
By Amanda Ciccatelli, TMCnet Web Editor
Research has shown that there is a direct correlation between call quality and maintaining a constant cycle of agent monitoring, coaching, and re-training. When quality monitoring programs are well designed, they create benefits for customers, enterprises, contact centers, and even agents. Ultimately, the more invested in call monitoring, the better the service provided to customers.
Call center quality assurance is essential for every call center to run efficiently as they are always interacting with the customers. The loyalty of a customer towards any business is directly related to his experience of client service. So, the specialized program can benefit the organizations to improve client service as well as to meet the standard level of overall performance.
According to Monet Software, a global provider of workforce optimization solutions for small and medium sized contact centers, there are three primary goals that should be considered before launching any call center quality assurance effort. Those goals include improving agent performance, collecting data to improve efficiency, and implementing a call center monitoring solution that will protect you from a legal challenge.
When setting up a quality assurance/management program at a call center, Monet advises that you follow these essential steps for the best results:
Choose the Right Call Monitoring Software -- A quality assurance program will not be successful without the right software. Monitoring of customer interactions should be simple for agents, and the intelligence gathered through the system should be easy for managers to analyze. Additionally Monet said, the software should have the ability to grow with your company and meet the current and future needs.
Establish and Follow Best Practices -- Call monitoring software can provide benefits to a call center, but will only pay dividends when used consistently to help call center follow the proper procedures and meet the standards. Every capability of the software, from call assessment and to evaluation questionnaires and reporting, should be utilized toward this goal, according to Monet.
Secure Storage – Secure storage is important because calls can be saved so they can be recalled later for training purposes or to help settle a customer concern. Monet suggests using call monitoring software to capture and secure all audio transactions. Also, the software should be used in a way that is consistent with federal government and industry guidelines on call recording.
Monet offers call center quality assurance, monitoring and management with screen capturing that helps ensure outstanding customer service. Specifically, Monet Quality and Monet Screen Capture provide a way improve agent effectiveness and optimize call center processes through call assessment and playback, quality monitoring, screen capturing, evaluation questionnaire, and reporting.
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Edited by Rich Steeves