What is Call Centre Quality Monitoring and Why is it Important?

 “This call may be monitored for call centre quality assurance.”

It's a familiar line for anyone who has ever called a contact centre -and for good reason. When it comes to maintaining high customer satisfaction scores (CSat), call quality monitoring is an essential component.


Quality management can also be a great way to spot gaps in the skill set of call centre agents so can address them head-on with specific training. The majority of Contact Centre Solutions follow some type of quality management strategy, but many of them fall short in certain key areas. Our comprehensive guide to Call centre quality monitoring will help you fill in the gaps.


Call Centre Solutions




What is Call Centre Quality Monitoring?

The call centre quality monitoring process refers to any action or strategy that a management team uses to assess agent performance in a contact centre.

For a full understanding of what call centre quality monitoring is, it is important to first understand what high-quality calls should sound like.

A few key attributes are:

  • Quick call answer time

  • A friendly and warm greeting

  • Active listening by the agent

  • Clear communication

  • Effective questioning

  • Fast handling and resolution time

  • No or low transfers


Why is Quality Monitoring so Important?

Keeping customers happy is the core mission of a call centre. Your contact centre will be able to provide a better customer experience if you constantly assess and evaluate your customer interactions. This will increase the chance that your customers will recommend your contact centre to others.


In order to achieve impressive CSat scores, all contact centres should make sure their agents are providing seamless and helpful service to every customer. It is more likely that CSat scores will improve and remain higher over time when call centre managers properly monitor phone calls (and other contact channels).


Note, that understanding agent performance on an individual basis is also crucial to employee engagement and growth. In the long run, authentic customer interactions are facilitated if agents consistently deliver top-notch customer service, which leads to greater engagement and happiness at work.


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 centre Solutions.
Source Blog: https://riddhicorporatesl.wixsite.com/callcentresolutions/post/what-is-call-center-quality-monitoring-and-why-is-it-important


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