Boosting Quality in Call Centers

There is the popular saying of “quantity over quality.” And, businesses are continuing to learn, brand loyalty is solely based on quality of service. Quality Monitoring aids in delivering on high expectations, offering insight and best practice into operational improvement in the call center.

Because attrition is notoriously high in contact centers, between 30 to 45 percent, organizations are consistently changing and evolving. Agents are constantly coming and going while products and promotions are being introduced to acquire a higher amount of callers and generate business. Quality monitoring helps determine if consumers are getting consistent and proper treatment from agents on a daily basis.

There are a handful of ways to implement quality monitoring, starting with call recording. It is the best form of ensuring compliance and avoiding any legal issues. Most of the time, an agent will alert you in advance that the call will be recorded or monitored for security purposes.

Screen recording is a necessary method to help managers determine if agents are properly utilizing the screens and applications. This is also a method to determine what consumers desire from a contact center and/or business. Through analysis, agents can implement better service knowing exactly what customers truly need and want.

One of the most important tools in the contact center is agent training to keep turnover low. Seeing where agents fall short or could use improvement helps them grow and become better all-around. Consistent training keeps employees up to date with the latest trends and technology, keeping them on top of their best game. In the end, if agents cannot see the error of their ways, it may make sense to let them go for quality control.

Finally, scorecards are as useful as training. By using numbers as a visual can demonstrate where agents are dropping the ball and where they are excelling. Everyone needs guidance once in a while. By implementing all of these ideas, contact center managers will see the quality between agents and customers dramatically improve.

Edited by Maurice Nagle