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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Advantages of Using Quality Monitoring Tools

Quality monitoring is crucial because it allows call centers to take measures necessary to improve customer satisfaction.

What is meant by quality monitoring?

To put it simply, quality monitoring involves listening to an agent's phone calls with the objective of determining if those calls meet the required quality standards.

Quality can be measured in two ways. Supervisors can measure the performance of agents on their own using some predetermined quality attributes. Supervisors can also contact the customers for their feedback either through e-mail or an IVR system.

Quality monitoring tools simplify this analysis by recording and storing agent conversations and then scoring them appropriately. New quality monitoring tools also monitor customer voice through feedback techniques and track workflow.

How it works

Conventional quality monitoring includes reviewing some random calls and then analyzing them for general quality. This way most companies can only monitor less than one percent of calls.

However, modern quality monitoring solutions offer advanced features such as speech analytics, call recording, and performance management. They provide a simple user interface that allows supervisors to monitor all aspects of the calls. More advanced quality monitoring tools also consider aspects such as repeat calls, first call resolution, and failed/successful cross sell /up-sell attempts.

Advantages of using quality monitoring tools

The objective of quality monitoring should be achieving a link between business results and quality measures. Effective quality monitoring programs are known to result in increased sales. Using quality monitoring, supervisors can give feedback to agents and that will improve the rate of first call resolutions.

Call centers that use an advanced quality monitoring software tool also see a 50 percent improvement in the efficiency of team leaders because these tools eliminate the need to manually pick random calls from tape. This frees up the time of supervisors.

The objective of quality monitoring is achieving performance improvement. When organizations use quality monitoring programs, they can reap many benefits. As call quality increases, sales conversion rates too will increase. This leads to improved client retention. Agents also enjoy working in more efficiently managed environments and hence failure rates will drop.

As you can see, quality monitoring tools benefit the call center in many ways. Since call quality plays a significant role in determining customer satisfaction levels, this is an important metric that call centers cannot ignore. When buying quality monitoring tools, you ought to look for the following features.

Automatic call delivery

If the system supports automatic call delivery, supervisors will have more time to work on improving the performance of agents.

Contact management

Proper contact management will facilitate easy retrieval of stored interactions between agents and callers.

Contact recording

This allows organizations to record email, chat, and voice interactions with customers.

Data recording

This data allows the supervisor to know which desktop applications the agents use during interactions with customers.

Actionable learning

By closely analyzing quality monitoring scores, this tool can identify agents who need training in specific skills.

Performance evaluation

This includes customized reports, forms, and graphs that allow supervisors to measure the performance of an agent.

Comprehensive reporting

Comprehensive reporting allows contact center supervisors and managers to make informed decisions.

Speech analytics

Speech analytics examines customer interactions with the objective of identifying calls that meet specific business criteria.