5 Ways to Boost the Value of Quality Monitoring

The impact of call center quality monitoring now expands far beyond the actual call center, as explained in this ICMI article by Brad Cleveland. With call centers and contact centers playing an ever-increasing role in customer interaction, community outreach and even product development, it is more important than ever to maximize the capabilities of your quality monitoring (QM) solution. If you are not yet using QM in these five business strategies, chances are you will be doing so in the near future. 1. Alignment with Key Business ObjectivesThe data generated from a QM system with call recording can be used to identify issues beyond the call center. All of the company’s services and processes may be improved by this customer feedback. 2. Quality Criteria Customer insight is key in determining future products and services, and changing existing products and services. The call center is on the front line of many customer engagements, and collects valuable marketplace feedback. 3. MonitoringIs there a correlation between call monitoring and customer satisfaction, employee satisfaction, service levels, revenues and costs? It’s an important but often overlooked relationship that can impact company-wide improvements and innovations. 4. CalibrationHow accurate is your monitoring system? Measure your evaluations against a separate set of independent evaluations (get family and friends involved if needed for a non-company perspective). If they don’t align, your monitoring practices may need to be revised. 5. Root Cause AnalysisCall center agents hear directly from customers on what they like and don’t like. This information should be used to assess the call center as well as the company as a whole. And by letting agents know the importance of their roles in gathering this data, managers can encourage their sense of importance and engagement.  For more information on this topic, please download our whitepaper “Seven Strategies for More Effective Quality Assurance in your Call Center”.