5 Steps for Effective Calling Quality Monitoring in Your Call Center Solutions
1) Set business goals.
Your first step toward Call Centre Solution’s success should be to develop a strategy. Establish your performance metrics — what will your key performance indicators (KPIs) of choice be once you begin your quality monitoring?
Decide on a CSat (Customer Satisfaction Score) score you think your team can earn and consider other essential KPIs like a high first-call resolution rate and a low average handle time. Add these up to disclose your total quality score. Ensure everyone is on the same page with this new strategy by holding meetings with staff members.
2) Record and monitor at random — openly.
If you want to monitor the quality of a call, you can listen to recordings or listen to live calls. Both the agent and customer must be informed that call monitoring is being conducted. You might find it helpful to ask yourself these questions while you’re listening:
- Does the agent greet the client in a friendly yet professional manner?
- Are the correct questions being asked?
- Does the information provided to the customers seem to be satisfactory to them?
- Is the call being managed efficiently and quickly?
- What is the agent doing well?
- Where could the agent stand to improve?
3) Gather your customers’ opinions.
If you intend to get accurate CSat scores, you must develop a short survey that can either be taken after the call has been completed or emailed to participants. It is your customers’ opinions that matter most and they will help you determine where your agents are excelling and where they need improvement.
FACT:
According to Microsoft, the customer service experience helps inform the decisions of 90% of Americans about where to do business. The quality of your customer service is essential to the health of your contact center.
4) Schedule regular check-ins with agents.
Agents need to be aware of areas where they can grow in order to improve in their roles. Be sure to plan bi-weekly or monthly check-ins with your agents to provide feedback and track their progress. If given the right information, even the most inexperienced agents can contribute to high CSat and quality scores.
5) Focus on process improvement.
You can now identify areas for improvement in your business processes that you can use to improve your call centre’s call quality. Do you need to make some changes to your scheduling system? Is there anything you can do to help reduce call spikes and reduce agent stress? Are there any technologies that could be useful to the contact centre as a whole?
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