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Quality Management

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

Five Tips for Optimum Call Quality Monitoring

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Reliable data is necessary for call center quality management and quality assurance. That data should come not just from management but also from agents, customers and call recordings. Here are five tips to generate the most important data needed to keep a call center running at optimal efficiency.

1. Involve agents
The more agents are involved in the quality management process, the easier it will be for them to comprehend what is expected of them, and reach the best practice standards specified by the company. Ultimately, call recording software can allow agents to review their own performances, and learn from their mistakes without the involvement of a manager. Thus, quality assurance becomes a self-fulfilling objective, rather than being imposed from outside. Peer monitoring and agent feedback can also be valuable information sources.

2. Customer surveys
While call recording software offers important data on a customer’s demeanor and satisfaction level, quality management may necessitate additional information that can only be obtained through a survey. Sometimes you’ll have a customer that will sound polite on the recording, but they’ll be deeply dissatisfied with the service received. Such customers are more likely to provide honest and accurate feedback through a written response, as this would not require a confrontation with an agent or manager.

3. Focus on the best and worst calls
While almost every call can be a teaching moment, those that stand out in a positive or negative way will be the most valuable in improving quality assurance. The best calls, in which an agent diffuses a volatile situation or provides outstanding service and courtesy, can be used to coach other agents on how the job should be done. The worst calls, obviously, should be reviewed as examples of what not to do, with guidance on how to avoid a repeat performance.

4. Quality scoring 
It is easier to achieve quality assurance when agents and managers are on the same page as to what constitutes quality. One way to establish those standards is through a call quality scoring process that measures performance on every aspect of a call, from the greetings and the close to the agent’s command of center policies, product information and ability to answer questions and resolve issues.

5. Prioritize goals
What is the most important goal of the call center? Objectives that achieve these goals should receive the most attention. Prioritize the big picture, while not getting distracted with micro-issues such as whether an agent refers to a customer by name two or three times during one call.

For more information about call quality assurance and monitoring, please visit our main website.


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