Call Center Quality Management Strategies

Call Center quality management typically includes the following activities and tools: Call recording, playback and assessment, quality monitoring, call quality scoring, evaluation questionnaires and detailed reporting. The following outlines a few call center quality management strategies and practices to consider:

Automate agent evaluation and spend more time on coaching and training Monitor your customer interactions and use data intelligence to make better decisions on service delivery and quality. Establish call evaluation standards that focus on agent behaviors and activities, allowing managers to identify positive agent activities as well as specific areas needing improvement. Reviews calls together with the agent and discuss actual examples from the call to illustrate key learning points. Enable agents to self-monitor and evaluate their own performance.

Use evaluation questionnaires for deeper insights into customer interactions
Enhance and verify your insights from quality monitoring with customer evaluation questionnaires. Assess calls based on the perspective of customers and discover trends, opportunities and issues that might lead to longer calls, repeat calls, or other problems that impact service quality and productivity. 

Leverage automated screen capturing for liability protection, compliance & quality assurance
Capture and securely store video and audio transactions to minimize risk & liability, ensure compliance, and control costs from sales, service, claims, collections and other business disputes. 

Measure results over time and across multiple agents Identify patterns and analyze metrics at various levels for training and quality assurance purposes and establish quality standards and best practices. In addition, try to combine quantitative and qualitative information from various sources (call recording, quality management, scheduling, adherence and performance management) for a complete assessment of contact center performance.