BPA Featured Article

How & Why to do Quality Monitoring



By Paula Bernier, Executive Editor, TMC
November 14, 2018


How do you know how you’re doing if you never assess where you are and measure how far you’ve come?

You can just trust your hunches, of course. Or you can take a more scientific approach – and actually make a plan to use real data to understand your performance and to try to figure out how to take it up a notch, or two, or three.

In the contact center, doing that is typically referred to as quality monitoring.

Of course, the first step in this process is figuring out what you want to do and where you hope to improve. Next, you’ll need to decide what needs to be measured to help you meet those objectives.

While you’re still at the starting line take the time to figure out where that starting line. And measure all the factors you care about relating to that position on the field. Next, build a scorecard so you can see where you are, and later where you’ve been, and how far you are from where you’d like to go.




That scorecard should include both broad general goals – like to increase your annual profit by x percentage points. It should also include operational goals that will help you get there – like upselling x percent of contact center customers.

Remember to inform and train your call center managers and agents about what you’re doing, why you’re doing it, and how they can help in the effort. And guide them and your overall effort along the way by analyzing calls and other parameters and working to figure out how you can use that data to drive improvement in the areas you set out to address in the first place.




Edited by Maurice Nagle

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