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Quality Management

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

Quality Monitoring: The Strategic Approach

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What is the difference between a task and a strategy? It’s an important distinction when it comes to quality monitoring in a contact center.
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A task is merely a job or assignment that someone carries out on a regular basis. A strategy is a plan of action that requires more planning, more thoughtful analysis, and an ongoing effort to achieve established goals before setting new ones.

Quality monitoring (QM) should be a strategic initiative for call centers, not just an operational task. While action will be required at some point, strategy formulation begins with taking a closer look at your customers, your technology and your agents, and how those resources can all work together to achieve greater service levels.

Every call center will have its own prioritized list of goals, including higher service quality, shorter calls, first call resolution, more sales, higher customer satisfaction, higher productivity and improved compliance. A quality monitoring strategy can play a critical role in all of these objectives, when it is handled properly.

Customer service? Start by getting to know your customers better. Utilize workforce management software to assess their needs and expectations based on data collected through call recording. This data will be a key component in your QM strategy.

Then make sure resources have been allocated correctly, and review whether improvement is necessary in any of the call center’s current processes for handing calls, forecasting and scheduling agents, training and coaching. Quality monitoring also impacts agent assessment, so make sure your strategy includes a review of hiring and interviewing procedures, and personnel skill sets.

Clearly, all of these efforts require more than carrying out a task. A comprehensive QM strategy is necessary to keep the contact center performing at optimal efficiency.


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