Call Center Management Featured Article
Why Quality Monitoring Makes All the Difference
“This call may be monitored for quality assurance” isn’t just a statement to guarantee good service to customers. It’s a testament to a company’s commitment to the customer experience. As much as we’ve all heard it, what should call centers do to back up this statement and make it less of a robotic move and more of an actual promise?
Quality monitoring isn’t just a task. According to the call center management experts at Monet Software, quality monitoring is a strategy. A task is a more concrete “to do” list for employees, whereas quality monitoring (QM), as the company notes, is an ongoing, ever-evolving plan.
Call center quality assurance is meant to uncover weaknesses and enhance the strong areas in customer service instead of just being a “to do” item. An important part of this process is setting a clear outline of how implementing a monitoring program will benefit the agents, customers and the company in the long run. QM can help outline these goals and make them attainable.
Call recording itself as a QM tool can go a long way in providing on-going training and feedback. With call recording, managers can stay up to speed on agent performance; how calls are being handled, whether they’re being accurately routed, or if a problem arises, how to use the information for future calls.
QM actually accomplishes cost avoidance, increase in sales, and customer service, all in a manner that users can measure.
With the ability to grade and monitor calls, supervisors and managers have more control over the quality of their employees and their interactions with customers. Business owners no longer need to wait for customer complaints to come in before addressing the problem; by monitoring and listening to employees’ conversations managers can address situations and disgruntled customers before it gets out of hand.
One of the prime benefits of using a QM solution is obtaining better customer satisfaction. By using this as a strategy and not as a day-to-day running task, all dealings involving servicing, marketing, and selling your products to your customers can be carried out in an organized and systematic way.
Organizations are quickly learning that voice and data quality monitoring can be a great resource in improving a company's productivity, financial performance and customer service.
Edited by Stefania Viscusi