Call monitoring gives the organization the idea of how well the center is meeting its customer service aims. That's why, it is essential to a call center's success. And it is also called quality monitoring.
Starting a new quality monitoring program or redesigning your existing program, you should apply the Quality Monitoring Toolkit. The main aim of this toolkit is to help call center managers and supervisors. Its tasks are:
• to create the best possible quality monitoring program;
• to integrate quality monitoring with hiring and training programs;
• to use industry-proven criteria for evaluating and scoring agents;
• to learn the do's and don'ts of providing feedback to employees;
• to select the best quality monitoring process for your call center.
However, this is the only available tool for designing an overall program for contact monitoring of all media types.
The scorecard and criteria for agent evaluation are two important elements of any quality monitoring program.
Change management will be important for your success if you are fulfilling a new call monitoring program. For avoiding productivity loss and negative reaction to your new quality monitoring process you will have to create and fulfill a change management plan.
As quality monitoring refers to the process of listening to or observing an agent's phone calls or other multi-media contacts with customers in order to assess and evaluate strengths and weaknesses in performance, there are many benefits of it. However, there are six fundamental levels of quality monitoring:
1. Walk-around observation
3. Plug-in/doublejack monitoring
4. Silent monitoring
5. Record and review
6. Voice and screen/multi-media monitoring
Companies cite many different benefits from quality monitoring programs. Besides, the majority of companies perform quality monitoring to evaluate agent performance and improve service quality. Reasons for quality monitoring include:
• Assessment and improvement of scripts and processes
• Greater customer satisfaction
• Increased efficiency
• Improved training programs
• Uncovering common customer complaints and concerns
• General troubleshooting