Quality monitoring in call centers: What to avoid
Quality monitoring in call centers is a necessary function. Associates who handle calls, chats, and emails are representing the company and the brand directly to the consumers. To ensure that this impression is favorable and that agents are fulfilling their obligations, there must be some checks and balances in place.
Typically, contact center quality monitoring takes the form of recording or live-monitoring of customer interactions. This can be handled by either in house quality staff or an outsourced third party. In some cases, AI software is used to identify keywords or phrases in order to screen calls for monitoring.
Quality monitoring can also encompass the gathering and analysis of data from customer interactions.
Common pitfalls in quality monitoring
Unfortunately, quality monitoring can be a major stumbling block for many organizations. It is simply outside the core competency of a lot of call centers, and management may struggle with the best way to implement and manage the process.
Some of the common mistakes that are made in quality monitoring include:
- Inconsistency- Many organizations are not reviewing enough interactions, or the right kind of interactions.
- Unclear metrics- Subjective, murky, or conflicting standards in call evaluation can lead to confusion and frustration.
- Poor performance management- There may not be a remediation or training plan for underperforming agents, or recognition program for exceptional agents
- Lack of actionable data- Customer interactions provide a wealth of data- it is a lost opportunity not to harness it for analysis and review.
How a software solution can help
All of these common problems can be alleviated with the use of a customized and sophisticated call monitoring software program. It can remove the onus for quality monitoring from call center management, freeing them to focus on other tasks. It can also provide valuable business insights that can be utilized to improve the call center and the customer experience.
Finding your call center quality monitoring software
While quality monitoring in a call center can be difficult, it can also provide tremendous benefits when implemented correctly. To get started with a customized call center monitoring software solution, contact the experts at Evaluate Quality. Whether you are in the Phoenix or Scottsdale AZ area or anywhere in the United States, the experienced team at Evaluate Quality can help implement a unique software service customized for your company’s needs.
Evaluate Quality is headquartered in the Scottsdale/Phoenix area
We have helped many businesses large and small throughout the United States better optimize their call centers. With Evaluate Quality, founded by Sage Advantage, you can ensure that your call center is well managed and that you are staying on top of your quality monitoring. Contact Evaluate Quality now for a no obligation demonstration of their call center reporting programs.