21 Tips to Make Your Call Quality Monitoring More Effective

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21 Best Practices for Effective Call Quality
Monitoring
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Introduction

• With the help of quality monitoring, it becomes
  easy to identify possible issues which can cause
  poor customer experience.
• The data collected can end up making several
  enhancements which not only benefits the company
  but also the agents and the customers.
• Monitoring enables managers to maintain quality
  standards and compliance, improve customer
  experience and develop the overall call center
  performance.

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Call Monitoring Best Practices

• Select Random Call Recordings
• Perform Calibration
• Focus on Details
• Employ Trained Agents
• Always Compare Your Performance
• Track the Activities
• Start a Forum
• Use Gathered Data
• Recognize the Agents Efforts

• Set Clear Well-Defined Goals
• Use Call Center Management Software
• Always Take Feedbacks
• Spend Good Amount of Time Monitoring
• Use Collected Data for Training
• Explain its Importance to Agents

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Reasons to Use Specialized Software
Call Monitoring Best Practices

• Keep Updating Your Script
• Assign Ownership
• Avoid Burnout Among Agents
• Do Self-Assessment
• Always Check Effectiveness of Training
• Make Quality Monitoring a Habit

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1. Set Clear Defined Goal

• Try to understand why you must implement a
  quality assurance process and what operational
  changes you hope to achieve with it.
• Quality programs should not be merely about call
  recording and evaluation forms.
• Instead, view it as a set of objectives which
  can help in achieving the goals of the company.

2. Use Call Center Management Software

• You will certainly benefit from the use of call
  center management software.
• You could even start with something that is
  low-tech.
• After all, even basic quality monitoring
  activities is going to be beneficial.
• For example, you can make use of a spreadsheet.

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3. Always Take Feedbacks

• Monitoring is useless without feedback.
• However, you must ensure that the feedback is
  entirely objective.
• You should be using an assessment and scoring
  method which is not only fair but also one that
  has been agreed by all relevant parties
  beforehand.
• Sure, it should also be regular.
• There are quite a few ways in which the feedback
  can be delivered.
• Whatever be the method chosen, the fact remains
  that individuals should be able to make their own
  contributions to the arguments.

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4. Spend Good Amount of Time Monitoring

• By spending more time on it, quality monitoring
  will end up improving the quality of the calls
  and the excellence of customer service provided.
• This, in turn, will have a direct effect on the
  really important details such as customer
  retention levels and sales.

5. Use Collected Data for Training

• The data gathered from quality monitoring should
  be put into use in the training and the coaching
  of your employees.
• Otherwise, there is really no point to tracking
  the quality.
• However, you should be putting in adequate time
  and effort into the creation of a training
  program that actually help the agents.
• They should gain the expertise that is needed to
  provide better services.

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6. Explain Its Importance to Agents

• The agents will be the ones with the utmost
  impact on the success of the quality monitoring
  programs.
• However, they may feel that the programs are out
  to find out their mistakes.
• As such, you should be altering the monitoring
  program into a collaborative process by getting
  the agents involved in it.
• They should know that the program is meant to
  help them improve their skills.

7. Select Random Call Recordings

• You should undoubtedly opt for random samples
  for quality monitoring.
• Simultaneously, implement steps for evaluating
  high value calls.
• This way, you get a better understanding of the
  performance of your agents when valuable
  customers are being assisted.
• Finally, these calls can give you with helpful
  factors which can be used for the overall
  improvement of the calls.

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8. Perform Calibration

• Calibration should be performed often as it will
  ensure that the feedback is consistent, reliable
  and unbiased.
• With the help of calibration, you can ensure
  that the quality monitoring program, scorecards
  and analysts are attuned.
• It will also provide thorough strategies for
  improvement while providing solutions for poor
  performances.

9. Focus on Details

• During quality monitoring, keep a tab on the
  minute details such as the greetings used by the
  agents and following the allocated call
  structure.
• Like this, you will be able to make sure that
  bad habits are not becoming a part of the agents
  routines.
• You will be able to ensure that the high
  standards you have put in place are maintained.

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10. Employ Trained Agents

• Despite getting good call center software
  solutions, you should think about hiring a
  dedicated person trained in quality monitoring.
• If your company is sufficiently large, you may
  want to hire a specialist team instead.
• In the end, your supervisors are liable for
  overseeing the operations.
• If they are in charge of quality monitoring as
  well, their efficiency is bound to be affected
  and you will be unable to reach the desired
  results from quality monitoring.

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11. Always Compare Your Performance

• It is a good idea to get your performance
  compared to the competition.
• After all, internal quality monitoring provides
  you with a pretty one-sided picture and that
  might end up misleading you.
• If you want results, you should compare the
  results with others.
• To do so, you can consider hiring an external
  agency for quality monitoring so as to get the
  best picture on your performance.

12. Track The Activities

• When monitoring the call quality, it helps to
  define a set of criteria on which the quality
  will be calculated.
• Cloud call center software solutions and agents
  can collectively be used to track some of the
  criteria.
• After all, you do not want them to feel that
  they are being forced to follow a new set of
  rules.
• By getting them involved in this process, they
  become more open to ensuring that the criteria
  are taken care of.

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13. Start a Forum

• Consider setting up a call quality forum.
• This can be useful in reaching a consensus on
  the best possible quality of calls.
• The stakeholders need to reach an agreement as
  to what elements result in the quality of the
  call being good.
• You can include these elements as the criteria
  in the monitoring processes.
• This way, your monitoring team can achieve the
  objectivity that is vital for your company.

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14. Use Gathered Data

• With the help of call center software, you can
  gather a lot of information.
• As such, you need to make the most of them to
  get the best results.
• However, you should not just concentrate on
  monitoring calls.
• Instead, you should measure process which affect
  the wider areas of your business and use the
  information gathered to improve them.

15. Recognize Agents Efforts

• Quality monitoring is not just about ensuring
  that your agents are following the best
  practices.
• It is also about recognizing those that do
  follow such practices.
• As such, take steps to reward and recognize the
  agents who have provided the customers with
  exceptional service.
• You can award them excellent certificates or
  mention them in your newsletter or site among
  other things.

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16. Keep Updating Your Script

• You will have to consider some basic elements
  such as the script.
• Check the scripts and work on them till you
  manage to improve the results.
• You should make sure that the words present in
  the scripts have been taken into account in your
  call monitoring processes.

17. Assign Ownership

• Assign ownership of the quality as early as
  possible.
• After all, someone needs to be responsible for
  auditing and calibrating the quality so as to
  ensure its effectiveness.
• The person will also make sure that the
  processes are improved upon and modified as per
  the changing needs of the process.
• In the same way, you must make sure that there
  is a well-defined process for the evaluation of
  the calls.
• All stakeholders must be familiar with the
  various areas of quality monitoring.

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18. Avoid Burnout Among Agents

• You should avoid letting it become a source of
  stress for the agents.
• As such, opt for solutions which can record the
  call without being prominent about it.
• In fact, it is best if the recording happens in
  the background so that it does not any impact on
  the performance or the behavior of the agent.

19. Always Check Effectiveness of Training

• Simply creating a training program is not going
  to be enough.
• Apart from monitoring the quality of the calls,
  you must also check the effectiveness of the
  training you provide.
• The solution being used for the call monitoring
  can also be used to check how much your training
  program has had an impact on the agents?
  performance.
• You can find out whether the things taught in
  the training sessions are being used by the
  agents.
• You also discover if there are any gaps in the
  training program.

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20. Do Self-Assessment

• Enable your agents to assess at least some parts
  of their work and you may actually get valuable
  data about the quality of the calls.
• Moreover, the agents will feel that their input
  is given due value by the organization.
• You will also be showing that the team ethos is
  actually inclusive instead of exclusive.

21. Make Quality Monitoring a Habit

• Quality monitoring should become a habit.
• It is not something that you take note of on an
  occasional basis.
• Instead, it should be performed regularly.
• This way, you can get an idea of how the
  performance has been affected over a period of
  time.
• You will also be ensuring that the agents do not
  get complacent about their performance.
• This can be as important as checking for call
  center software pricing.

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