Why arent you using Quality Monitoring

1
Why arent you using Quality Monitoring?
www.inin.com
2
What is Quality Monitoring?
Evaluation of all business conversations
regarding criteria of quality determined by the
company
Image Source thisistinadietz.com
3
Quality Monitoring Lifecycle
Image Source louisveg87.wordpress.com
4
What does it include?

• Agent Feedback
• Agent Coaching

Agents should be given feedback on their
performance which empowers them to do better
Image Source shareonfacebook.net
Special coaching should be given to agents so
that they will perform better
Image Source oaisys.com
5
Why Quality Monitoring?

• Improving customer care
• Supervisory oversight by trainers
• Supplementing training programs
• Security of customer data
• Verifying sales orders

Image Source www.telrex.com
6
Benefits of Quality Monitoring For Customers

• Improved customer service Customer service is
  giving customers what they want in the best
  possible way
• Personalized relationships Customer retention is
  built on familiarity of the customers with the
  agents which will in turn increase their trust
  towards the company
• Reduced hold times and call transfers Reduced
  hold times are essential for customer retention
  as they tend to hang up on the call if there are
  long hold times.

7
Benefits of Quality Monitoring For Agents

• Effective training and coaching Using actual
  customer interactions during a training exercise
  allows supervisors to better train their agents
  to deal with real scenarios
• Improved training and performance Agents are
  inspired to fine tune their performance if it is
  tied to incentives such as bonuses

Image Source contactcenterplus.com
8
Benefits of Quality Monitoring For Supervisors

• Effective Management Supervisors that understand
  the benefits of effective management invest their
  money and resources into educating and motivating
  their agents.
• Sensitivity to service quality Supervisors find
  it easy to understand the problems faced by
  agents while interacting with clients and can
  work on it

Image Source hr.oregonstate.edu/
9

• Start using Quality Monitoring software!!
• Contact Us

Call us at 1 317.872.3000 1 800.267.1364