Monet Software Suggests the Quality Management Approach for Call Center Efficiency

The typical approach often taken when trying to improve call center performance is to focus on individual employees. The thinking here is that finding out which employees are doing their jobs right, and which need a refresher course in best practices, will effectively elevate performance. However, businesses, and call centers themselves, are more complex and feature more moving parts — and each component must run smoothly.

Indeed, a recent post from Monet Software's call recording blog suggests that a quality management approach shifts emphasis to business performance, which takes a number of other factors into consideration.

Quality management's broader focus allows executives to see more than the day-to-day picture to assess call center performance in terms of how well business objectives are being achieved as well as to what extent agents, technology and management are working toward better service. This approach is not only effective, but efficient. For example, rather than having one manager listen in on one agent at a time to evaluate performance, a call center quality management system instead collect and analyzes multiple interactions at once, identifying areas that need adjustment first.

Monet Software has outlined before the three goals key to any call center quality assurance effort: improving agent performance, collecting data to improve efficiency and implementing a call center monitoring solution that protects from potential legal challenges.

If, for example, a call center is not achieving the recommended rate of first call resolution, or calls are taking too long to reach a point of customer satisfaction, a quality management system will make such areas of concern more apparent than they would by individual call review. Then, once improvements have been made, that same quality management system will then track those improvements.

Of course, Workforce Optimization (WFO) solutions, such as those offered by Monet, can also help with efficiency.

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Edited by Amanda Ciccatelli