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Quality Management

Practical information about call center recording software, call monitoring and quality assurance for contact centers

Call Center Quality Monitoring: How Do You Assess Calls?

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Quality monitoring starts with call monitoring. You can’t assess how well your call center is doing without knowing how agents are relating to your customers.

To gather this information call centers opt for one of two methods. Either they utilize call recording software, or they evaluate performance by sitting next to the agent as he or she handles a call. Of course, with the latter method they are more likely to encounter agents on their best behavior, without knowing for certain that calls would be handled the same way if the manager were out to lunch.

However, that is not the only drawback of in-person monitoring. An automated solution is more efficient, more effective, and offers additional dividends beyond the measurement and improvement of agent performance.

If you haven’t switched yet, here are three reasons why you probably should.

Speed and Volume

Which method sounds like it will deliver more comprehensive results: monitoring one call center agent for a shift, or setting up call recording for the entire call center, and accessing every customer encounter from every agent? Plus, if you wish to review a specific call from yesterday or two weeks ago, a recording is preferable to relying on your notes or your memory.

Auditing

While customer encounters that result in legal action are rare, if one emerges you’ll be grateful to have a recording of that call. Without that record, liability protection becomes much more difficult. While a misunderstanding or misinterpretation of a business transaction is still possible, a recording eliminates nearly all disputes that arise from the contents of a verbal exchange.

Training

Both forms of monitoring are helpful in training. But recorded calls offer the additional benefit of moving agents toward self-assessment and self-improvement. In most call centers, an agent won’t be hired without demonstrating the basic job skills required to deal with customers. That means they should be qualified to judge their job performance. By listening back to customer encounters, these agents may discover that they have drifted away from best practices.

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