5 Steps for Effective Calling Quality Monitoring in Your Call Center Solutions

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5 Steps for Effective Calling Quality Monitoring
in Your Call Center Solutions
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Table Of Content

1. Set business goals.
2. Record and monitor at random openly.
3. Gather your customers opinions.
4. Schedule regular check-ins with agents.
5. Focus on process improvement.

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1) Set business goals.
Your first step toward Call Centre Solutions
success should be to develop a strategy.
Establish your performance metrics what will
your key performance indicators (KPIs) of choice
be once you begin your quality monitoring? Decide
on a CSat (Customer Satisfaction Score) score
you think your team can earn and consider other
essential KPIs like a high first-call resolution
rate and a low average handle time. Add these up
to disclose your total quality score. Ensure
everyone is on the same page with this new
strategy by holding meetings with staff members.
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2) Record and monitor at random openly.
If you want to monitor the quality of a call, you
can listen to recordings or listen to live
calls. Both the agent and customer must be
informed that call monitoring is being conducted.
You might find it helpful to ask yourself these
questions
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while youre listening

• Does the agent greet the client in a friendly
  yet professional
• manner?
• Are the correct questions being asked?
• Does the information provided to the customers
  seem to be
• satisfactory to them?
• Is the call being managed efficiently and
  quickly?
• What is the agent doing well?
• Where could the agent stand to improve?

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3) Gather your customers opinions.
If you intend to get accurate CSat scores, you
must develop a short survey that can either be
taken after the call has been completed or
emailed to participants. It is your customers
opinions that matter most and they will help you
determine where your agents are excelling and
where they need improvement.
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 center.
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4) Schedule regular check-ins with agents.
Agents need to be aware of areas where they can
grow in order to improve in their roles. Be sure
to plan bi-weekly or monthly check-ins with your
agents to provide feedback and track their
progress. If given the right information, even
the most inexperienced agents can contribute to
high CSat and quality scores.
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5) Focus on process improvement.
You can now identify areas for improvement in
your business processes that you can use to
improve your call centres call quality. Do you
need to make some changes to your scheduling
system? Is there anything you can do to help
reduce call spikes and reduce agent stress? Are
there any technologies that could be useful to
the contact centre as a whole?
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Thanks
Source Link https//medium.com/_at_riddhicorporatesl
/5-steps-for-effective-calling-quality-monitoring-
in-your-call-center-solutions-c028a4b6c7fc
Riddhi Corporate Services Limited