The ‘Why’ and ‘How’ of Quality Monitoring
Ask any consumer why they choose one business over another and their first answer is likely to reference quality – of the product or service provided, of how they were treated, of the convenience and ease of the buying process.
If you’re not delivering quality, you’re not going to have customers for long.
At the contact center, Quality Monitoring is the term applied for steps taken to make sure quality goals are achieved.
Why Do It?
Change is a constant at a contact center. Agents leave and new agents are hired; the company grows and more agents are added; new products are introduced and new promotions launched, both of which will generate more customer calls. Quality monitoring offers a way to measure how customers are being treated amidst all these variables. In particular, it encompasses the business processes in place before and after each customer experience, which can be just as important as what happens during a call.
The objective is consistency from agent to agent, shift to shift, day to day.
When it’s executed correctly, quality monitoring can correct problems, improve contact center efficiency, boost customer service and lower costs.
How To Do It
There are several components to a quality monitoring program.
Call Recording: For most contact centers, call recording is one of the most basic tools employed in the improvement of customer service, as well as the establishment of industry regulation compliance and protection against potential legal disputes.
Screen Recording: This helps managers gain insight into how well agents navigate and interact with screens and applications, which impacts customer service. It also provides a way to learn what customers want most from the contact center or the company itself, while also improving the overall processes of application use and service delivery.
Agent Training: Review the processes used and the data collected from monitoring agent performance.
Scorecards: Scoring calls – grading them on a number of criteria – provides the raw data that illustrates each agent’s virtues and faults. Quality monitoring scorecards can be a valuable reference tool for determining which agents are doing well, which are missing key components of their customer interaction, and which need additional training.
Using call recording and quality monitoring tools such as those included in Monet Quality, it is possible to capture not only the call itself but the activity that took place on the agent’s screen and score 100% of interactions, giving an accurate and comprehensive view of agent, team, and overall contact center performance.
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