Improving the Quality of Call Monitoring

There is more to monitoring than finding problems and solving them. Call monitoring also involves identifying and showcasing positive messages. Today's contact centers are technologically sophisticated but sometimes a simple 'thank you' works better.

Gather data and use it properly

Every contact center should monitor call quality because it provides valuable insights into the performance of their advisors. By monitoring call quality, the contact center can set standards and provide required training.

Get the basics right

Small things like using appropriate phrases and greetings can make a big difference. Regular monitoring ensures that advisors get the small details right. Better still, by monitoring call quality regularly, the contact center can nip bad habits in the bud.

No need to install cutting edge technology

You don't necessarily have to invest in sophisticated monitoring tools. Simple manual checking may also provide valuable insights. Some monitoring is definitely better than having no monitoring at all.

Set realistic targets

When you achieve them, it will encourage you to set even higher targets.

Take your advisors into confidence

The contact center should be able to win the cooperation of employees from the early stage itself. When a contact center implements monitoring, many employees will assume that it is going to be critical. Consequently, they may resent it. On the other hand, if the existing monitoring system hasn't changed in several years, agents and advisors may start taking it for granted. Convince your employees that the goal of quality monitoring is not to kill their morale. Instead, it is a program designed to benefit both advisors and consumers.

Monitoring should be collaborative, not prescriptive.

This will encourage advisors to cooperate and accept the system. Advisors should know why the quality of their calls is important to the company. They will be able to deliver better performance if they know what the organization expects of them.

Provide feedback

Use a fair method to score and evaluate data obtained from the call monitoring process. Use the same standard all the time.

Once you have set milestones, you need to ensure that they are kept to. The contact center can deliver the feedback one-to-one or through group sessions. No matter what method is selected, individual members should be able to voice their opinions and concerns.

Provide skills training

This will definitely improve the performance of your advisors.

Have a competent team to assess quality

There should be a dedicated person to do the evaluation.  If the contact center is large, there should be a specialist team. You can't expect your supervisors to monitor quality. Their duty is to launch campaigns.

After identifying a person to handle monitoring, you should provide them with the resources, skills and training they need to efficiently carry out the appraisal. Call quality tends to improve when a monitoring system is implemented. That means, by investing more time and money into your monitoring, you can provide better service to your clients.

External benchmarking

You should also compare the performance of your contact center with your competition. If your contact center doesn't have a monitoring tool, you should consider outsourcing this to an external monitoring agency.

Reward best practice

You can improve the morale of your team by rewarding their work. For example, you can institute awards for advisors delivering exceptional performance.

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