Contact Center

7 Essential Steps to Master Call Center Quality Monitoring

Rimlee Patgiri
August 29, 2023
10
 mins read

Last modified on

79% of customer experts acknowledge that today's customer possesses greater intelligence and awareness than before. Call centers need comprehensive strategies to fulfill these heightened expectations effectively.

If you agree to this, you’re in the right place!!

When you call a company, you've probably heard a recorded voice saying that, "your call might be recorded for training purposes.” 

Most people treat this message with a pinch of salt(even I did a few years back), but this recording and evaluation, called quality monitoring, is way more critical than you and I understand. 

If your customers feel frustrated, they might not stick around for long.

Call centers that use call quality monitoring effectively make customers happier. On the other hand, those that don't? 

They lose customers to competitors who pay more attention.

So, let's dive deeper into how to perform call quality monitoring in the right way.

We'll start with a quick reminder of what call center quality and quality monitoring mean, and then we'll explore some simple steps to make your call center perform better.

What Is Quality Monitoring In A Call Center?

Quality monitoring in a call center refers to the process of systematically evaluating and assessing the customer interactions between call center agents and customers. It ensures that the highest standards of service are being met. 

The primary goal of quality monitoring is to maintain and meet key performance indicators (KPIs), increase agent performance, and improve customer satisfaction set by the organization. 

The call center quality assurance process involves several components:

  • Call Evaluation
  • Scoring and metrics
  • Feedback and coaching
  • Training and development
  • Performance management
  • Process improvement
  • Regulatory compliance
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7 Call Quality Monitoring Best Practices For Excellent Customer Satisfaction

Let’s understand the top 7 quality assurance best practices in the call center QA process that helps increase the customer satisfaction score. 

To understand it better, we will be using the example of a company X and how it benefited from these steps.

Call Quality Monitoring Best Practices
Call Quality Monitoring Best Practices

1. Define Your Goals And KPIs 

Are you aiming to improve your net promoter score, reduce call handling times, or enhance customer satisfaction scores? 

Setting specific goals and KPIs provides a clear direction for your quality monitoring efforts and helps you measure success accurately.

E.g., For X, the call quality monitoring goal is to enhance customer satisfaction by improving first-call resolution rates. The KPI is to achieve an 85% first-call resolution rate within the next quarter.

2. Provide Targeted Coaching 

Quality monitoring is not just about evaluating performance; it's also an opportunity for continuous learning and improvement. Use the insights gained from monitoring to provide targeted coaching and training to your agents. 

Address specific areas where improvement is needed and offer constructive feedback. Tailor training programs to address individual agent needs, focusing on communication skills, product knowledge, and customer empathy.

E.g., After analyzing call recordings, they noticed some agents struggled to explain complex technical issues. 

To address this, they introduced targeted training sessions focused on enhancing agents' ability to simplify customer technical jargon.

3. Use Call Center Quality Monitoring Software

Streamline customer interactions using call center quality monitoring software.
Streamline customer interactions using call center quality monitoring software.

Implementing specialized quality monitoring software streamlines the process of evaluating and managing customer interactions. Such software allows you to record, store, and analyze customer-agent conversations efficiently. 

It provides valuable metrics and analytics, making tracking KPIs, identifying trends, and making informed decisions about agent performance and customer satisfaction easier.

E.g., The newly implemented quality monitoring software allowed them to track a significant increase in positive customer feedback. 

This happened after agents started using more personalized greetings and addressing customers by name.

4. Provide Timely Feedback

Call monitoring feedback examples
Call monitoring feedback examples

Timeliness is critical to effective feedback. Provide feedback to agents shortly after call evaluations to ensure that the details are fresh in their minds. 

Timely feedback enables agents to understand their strengths and areas for improvement while the customer interaction is still relevant. It also shows that the organization is committed to its growth and development.

E.g., Immediately after reviewing a call, the auditor provided positive feedback to an agent who displayed exceptional patience and empathy while helping a frustrated customer troubleshoot a software issue.

5. Execute Regular Monitoring And Evaluation

Regularity is vital for maintaining a consistent level of service quality. 

Establish a schedule for call monitoring and evaluations, covering a representative sample of interactions.

Regular monitoring ensures that performance standards are upheld over time and enables you to detect and address issues before they escalate.

E.g., Every week, auditors randomly select and evaluate 10% of customer calls to ensure consistent service quality and identify any emerging issues before they turn into escalations. 

6. Use Data To Perform Calibration

Call calibration involves bringing together different evaluators to ensure consistency and accuracy in call assessments. This practice helps mitigate biases and discrepancies in scoring. 

Use data and analytics from your quality monitoring software to facilitate calibration sessions. These sessions allow evaluators to align their interpretations and standards, resulting in fair and standardized evaluations.

E.g., During a calibration session, the evaluators listened to the same recorded call and discussed their scoring differences. By analyzing data trends, auditors could objectively align the interpretations and ensure fair evaluations.

7. Action-Plan For An Effective Compliance Strategy

Quality monitoring is not only about excellent customer service but also ensures regulatory compliance and adherence to company policies. 

Develop a comprehensive action plan for compliance, outlining how agents should handle sensitive customer data, follow industry regulations, and uphold ethical practices. Use quality monitoring to identify compliance gaps and implement corrective actions promptly.

E.g., To ensure regulatory compliance, they developed a comprehensive action plan that outlines how agents should handle customer data securely and adhere to GDPR regulations. 

The quality monitoring revealed potential gaps in data protection, prompting them to implement additional encryption measures. 

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Benefits Of Call Center Quality Monitoring Software

Importance of call center quality monitoring software
Importance of call center quality monitoring software

Call center quality monitoring software offers various benefits for contact centers, enhancing various aspects of operations, customer service, and overall performance. Here's an elaborate look at some of these benefits:

1. Enhanced Customer Experience and Satisfaction

Quality monitoring software provides a positive customer experience. By systematically evaluating interactions between agents and customers, call centers can identify areas for improvement and ensure consistent high-quality service delivery

Agents can be coached to exhibit empathy, effective communication, and problem-solving skills, resulting in more positive interactions and heightened customer satisfaction.

2. Agent Performance Optimization

Optimizing agent performance helps in enhancing the call center QA process
Optimizing agent performance helps in enhancing the call center QA process

Call quality monitoring tools offer valuable insights into agent performance. Supervisors and quality analysts can review call recordings, assess agent adherence to scripts and procedures, and evaluate their handling of customer inquiries and issues.

This data-driven approach enables targeted coaching and training, helping agents refine their skills, boost confidence, and become more proficient in resolving customer concerns.

3. Regulatory Compliance and Risk Mitigation

Compliance with industry regulations and internal policies are crucial in contact centers. Quality monitoring software ensures that agents follow prescribed protocols, provide accurate information, and handle sensitive data appropriately

By identifying compliance gaps and addressing them promptly, contact centers can mitigate potential risks, avoid legal issues, and maintain a reputation for ethical practices.

4. Data-Driven Decision Making

Quality monitoring software generates a wealth of data from customer interactions. This data can be analyzed to uncover patterns, trends, and customer preferences

Contact center platforms can help call centers use these insights to make informed decisions about service improvements, process streamlining, and resource allocation. This data-driven approach contributes to more effective strategies and better alignment with customer needs.

For e.g., An edtech company found that sharing student achievement resulted in a 14.4% conversion rate after generating insights by QA monitoring software. 

5. Continuous Process Improvement

Quality monitoring software facilitates a culture of continuous improvement within contact centers. Regular evaluations and feedback loops provide a mechanism for identifying bottlenecks, inefficiencies, and areas to improve customer service.

As a result, contact centers can implement targeted process improvements, refine workflows, and optimize resource utilization, leading to enhanced operational efficiency.

6. Performance Measurement and Recognition

Quality monitoring software establishes a standardized framework for measuring and recognizing agent performance. Contact centers can objectively evaluate and compare agents' interactions by using predefined criteria and metrics. 

Top-performing agents can be acknowledged and rewarded, fostering healthy competition and consistently motivating the entire customer service team to deliver exceptional service.

Want to see the call quality monitoring best practices in action?

Future Of Call Center Quality Monitoring And Its Impact On Customer Satisfaction

As we explore the world of call quality monitoring, it's clear that today's customers are quite savvy. 

When customers face difficulties, their loyalty might be at risk. Effective call quality monitoring can make a big difference, making customers happier. On the flip side, call centers that ignore quality monitoring could lose customers to others who do it better. 

All call center managers and customer service managers must streamline the quality monitoring process. To boost customer satisfaction, a proper contact center quality assurance program is necessary that helps raise the quality standards of the organization. 

Get a free demo of call center quality assurance today.

Frequently Asked Questions

1. What is QMS in call center?

QMS in a call center stands for "Quality Management System." It's a framework and set of processes designed to ensure consistent, high-quality customer interactions by monitoring, evaluating, and improving various aspects of call center operations, including agent performance, customer satisfaction, compliance, and process efficiency.

2. How do you measure quality in a call center?

Quality in a call center is typically measured through methods such as call monitoring, customer feedback surveys, tracking key metrics (e.g., first-call resolution, average handling time), evaluating adherence to scripts and processes, and providing agent coaching and feedback.

3. How do you monitor call center performance?

To monitor call center performance:

  • Call Monitoring: Listen to agent-customer interactions to assess communication, problem-solving, and protocol adherence.
  • Metrics Tracking: Monitor key metrics like first-call resolution, average handling time, and customer satisfaction scores.
  • Quality Scores: Evaluate phone calls based on predefined criteria, scoring agents' performance.
  • Customer Feedback: Gather insights through surveys, post-call IVR, or social media.
  • Agent Coaching: Provide regular feedback and targeted coaching to enhance skills.
  • Process Audits: Review workflows and policy adherence for efficiency and consistency.
  • Technology Analysis: Evaluate the best call center software and tools for optimal functionality.
  • Benchmarking: Compare performance against industry standards and best practices.

4. What is call quality monitoring?

Call quality monitoring systematically evaluates and assesses interactions between call center agents and customers to ensure high service standards, protocol adherence, and effective problem resolution.

5. What is a call center quality monitoring scorecard?

A call center quality monitoring scorecard functions as a structured tool for evaluating the performance and quality of customer-agent interactions. It systematically assesses different facets of these interactions, guaranteeing agents' adherence to set standards and delivery of exceptional customer service.

6. What is a call center quality assurance checklist?

A call center quality assurance checklist is a structured list of criteria and guidelines used to evaluate the quality of customer interactions and ensure that call center agents deliver exceptional service.

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