Hi. I’m Conviner, here to teach you about Quality Monitoring.
Over 63% of call and contact centers consider quality assurance among their top 5 KPIs.
1. What is Quality Monitoring?
Contact centers need to evaluate and assess agent-customer interactions to ensure that agents are following the right customer experience frameworks. Quality monitoring is also done to reduce compliance violations, train agents, and evaluate experience delivery standards.
Quality monitoring is either done by a team of human auditors or automated quality monitoring software.
2. Why is Quality Monitoring Important in a Contact Center?
Quality monitoring has many advantages:
- Increase Agent Performance: Auditors who do quality monitoring can identify an agent’s strengths and weaknesses. Agents are informed about this so they can improve their performance.
- Reduce Compliance Violations: When auditors go through customer interactions, they can flag compliance violations and inform the agent in question so such incidents don’t happen in the future.
- Elevate Customer Satisfaction: Since agents receive training and feedback on how to improve their experience delivery, customer receive better service and are happier with your brand.
3. What are the Limitations of Manual Quality Monitoring?
Despite most contact centers relying on manual quality monitoring, it has it’s own limitations. Here are some of them:
- Limited Number of Audits: Manual auditing can only cover 1-2% of all customer interactions.
- Lengthy Feedback Loops: In manual auditing, it takes a long time for agents to receive feedback. This leads to prolonged bad experience delivery.
4. How is Automated Quality Monitoring More Efficient?
Automated quality monitoring software uses artificial intelligence and machine learning algorithms. This provides a much more efficient quality monitoring process with features like:
- 100% Audit Rates: Since such software uses artificial intelligence, it can audit customer interactions across all channels as soon as it is resolved.
- Personalized Agent Training: In automated quality monitoring, agents receive feedback via mail as soon as the interaction is audited. The software assigns interactions for each agent to learn from, making it a personalized training program.
- Customer Behavior Analysis: Using natural language processing, automated quality monitoring software analyzes customer behavior during an interaction and gives pointers for the agent to improve.
That’s all from Conviner. See ya next time!
