You Must Know These Four Tips to Better Quality Monitoring

The idea that contact center calls should be monitored for quality and training purposes is one so engrained in the way call center management operates that it’s easy to lose focus on why it’s in place. While some organizations may only maintain the practice to comply with industry regulations, others have a true focus on delivering the optimal customer experience.

In a recent blog posted by call center management solutions company Monet Software (News - Alert), we gain access to a few tips on how to get the most of the quality monitoring practice. When call centers use this activity to know what is working and what isn’t, they’re better equipped to invest time and resources in those practices that lead to success. Let’s examine a few tips from Monet Software’s list and see how they might help in your environment.

The first point is one of the best as it isn’t included in too many call center strategies. Monet Software suggests that you define quality. If you don’t really know what you’re trying to measure, how can you measure it accurately? Too many individuals in call center management assume they know the details associated with quality, but it can be an ambiguous word. The company needs to define quality and what it means to operations and the bottom line.

It’s also a great idea to put a call scoring system in place. Get as many people on board as possible and ask them to score each segment of a call. Then, compare results among all participants. This is a great way for call center management to measure perception of current processes as you get ready to make some changes. If you have all agents involved in this step, everyone will be more prepared to make changes and understand why they are important.

Don’t forget to compare quality monitoring with other call centers. It’s not enough to simply get the insight from your team – they’re likely to be a little bit biased when it comes to evaluating the process. Even if you ask them to think like a customer, they are still going to think like an agent. Compare your monitoring process with others through an outside agency that benchmarks in your industry. This is a more accurate perspective on overall performance.

Putting the right technology in place is an important step towards call monitoring success. It will help you better recognize overall performance so you can properly reward your agents who hit the mark. It also eliminates manual processes that take too much time and has the potential to help improve agent performance, efficiency and dispute resolution.

If you’re not sure where call center management should go from here, take a look at Monet Software. The company has a proven track record in the industry for helping contact centers improve across the board. If you’re looking for real results, it’s worth the conversation. 

Edited by Alicia Young