15 Call Center Quality Monitoring Best Practices 

15 Call Center Quality Monitoring Best Practices 

Keep up with the latest news, tips and features right here!

15 Call Center Quality Monitoring Best Practices 

call center quality monitoring

Call centers quality monitoring plays the most important role in delivering customer service. Operators working in the call center deal with large call volumes regularly, interact with different users, gather their responses, and deliver them to the top-level departments. But have you ever wondered how they assure the quality of the call? 

Well, a call center quality monitoring program plays a major role here which can either be performed by a representative or through software. This process helps to monitor the customer data and feedback and resolve the issues of clients through training and development programs. 

Call center agents can effectively utilize the call monitoring programs and improve the level of customer satisfaction. Contact centers that are struggling with quality assurance can identify the best call center practices and implement them on the journey ahead. So let’s have a look at call center quality monitoring in detail.

What Is Call Quality?

Call quality is the effectiveness and efficiency of the discussion between customers and call center agents. Call conducted by customer service representatives eliminates the friction that is experienced by customers and increases the overall lifetime value of the clients. 

With call center quality monitoring, your operators can provide clear solutions to the queries of customers and leaves them impressed. Call quality monitoring helps to identify the gaps that need to be improved so that agents’ skills can be utilized in the right direction to improve the quality of calls.

What is Call Center Quality Monitoring?

Call center quality monitoring is a program conducted by supervisors or managers where they listen to the conversation of the calls between operators and customers and provide feedback to improve the performance of agents. 

With this program, you can determine the inquiries of customers and then come up with an action plan. You can also identify tools that will enhance the process so that you can respond to users promptly. Call center monitoring helps to capture the data from customer interactions. 

The data collected can be from the satisfaction surveys of customers, customer emails, call recordings, or social media responses. This helps to identify what customers are thinking so that call center agents can go the extra mile to improve their experience.

Why Call Center Quality Monitoring is important?

As per the report by Forbes, almost 96% of users leave the brand if they get poor service. With call center quality monitoring best practices, you can improve your order processing, customer response rate, and call resolution rates by creating high-quality process policies for the growth of your company. 

Some of the benefits of call monitoring are:

1. Setting objective

Call monitoring helps to achieve goals by identifying the areas for improvement. It also enables your team to reduce the overall call handling time.

2. Allow managers to pinpoint the problems

Call center representatives have different strengths and weaknesses when it comes to dealing with calls. Some may excel while others get stuck in various situations. Managers can pinpoint those areas where they find problems and come up with the best strategy for overall improvement.

3. Improve the customer’s feedback

Regular monitoring of calls provides actionable feedback that can be used by agents to boost customer satisfaction and improve outcomes.

15 Best practices of Call Center Quality Monitoring

Quality assurance (QA) in call center monitoring is to build an ultimate customer success team to meet the client’s needs and expectations. Companies are looking for a real-time customer support service to make their customer happy with their products and services. 

The best method to get great results is to monitor the quality calls of your call center. Your final data or results from the monitored calls will help to point out your current problems so that you can bring up the best solutions. 

Call center monitoring can be a win-win situation for your client as call center operators will improve their internal process while your customer interaction will also get improved. But what call center best practices you can apply to get good results in your contact center? 

There are a lot of call center quality assurance tips and guidelines that you can adopt in your call center to improve the overall performance.

1. Build a responsible team and set transparent goals

The first and foremost task is to make sure that you have the right and responsible call center quality assurance team members in your company. A contact center team consists of operators, supervisors, and managers. 

They should have complete knowledge and experience on how to deliver high-standard customer service and they should be able to understand the user experience deeply. Before you jump into the call center monitoring process, you should be clear and transparent with your goals. 

When you and your team members know the goals, they will focus more on the collected data rather than spending time on unimportant information.

2. Create a script

Creating a solid framework of your script is the best call center practice as it will help the representatives know how to start and process the call. A planned script will help the operator to easily detect the problems as they can always find hindrances on the same level of call. 

After creating a script, your main focus will be to modify changes to grow customer satisfaction which can be done by monitoring and analyzing the interaction of users. Once this is done correctly, you can work on providing real-time customer support by creating quality assurance forms that will be filled by the agents to improve the interaction process. 

Call centers can improve their ROI of calls through questionnaires, by fixing the calling process, and by finding issues.

3. Train your operator and create quality check forms

You need to show the employees that their success is equally important as the company’s growth and this can be done by investing in your employees and performing consistent training. 

When you will work with your operators regularly, your employees will understand how important call center best practices are. Your team members should clearly understand where your call center currently is and where it should be in the future and then managers should train people accordingly. 

To raise the quality standard of your calls, you need to develop quality assurance forms that will contain all the important data and information that will analyze the current performance. 

Once you have a predetermined standard of the quality calls, each team member can measure their performance. This form can be filled out by agents, supervisors, or even customers.

4. Give feedback to operators on monitored calls

Call center managers should provide feedback through reports on the calls they have completely monitored. They should provide coaching to agents based on the feedback instead of looking for monthly reviews.

Call center outsourcing agents should receive direct feedback from customers so that they can convert the weak points into the opportunity for the best call center practices. Businesses can provide additional training to the operators through pre-recorded videos.

5. Communicate findings with team members

Supervisors or managers who have collected data through call monitoring and transcriptions should discuss it with their team. This information will fill the gaps and will also show how well your agents are performing by following the quality standards and KPIs.

If you find any gap in the process, it can be due to miscommunication at the time of training and development and may not be the agent’s fault. Supervisors should not blame any operator as they work in stressful and high-pressure environments.

6. Use the right quality monitoring software

The call center quality monitoring software provides an analytics feature that checks the performance and outcomes of the calls. While choosing a call center quality monitoring software, you should be aware of the following points.

  • Budget– You should always consider the cost before purchasing any software.
  • Customization of features- Will that software provide customization options such as personalizing the greetings?
  • Expandability– Choose software that has scalable options that can easily be expanded.
  • Security function– The safety and security of customers’ data is the most important aspect you should never ignore. Select software that provides security of information.
  • Ease of use– Check if your call center agents can use the software easily or not. 

7. Perform side-by-side monitoring of all channels

Customers these days communicate on different mediums and not just on a phone call. When call center supervisors perform side-by-side monitoring of various channels, they can immediately ask questions to the users following the call.
With this, supervisors get additional information about the customer interaction so that they can fill up the gaps. By following call center best practices, you can analyze different channels and monitor your customers by incorporating multi-channel call centers.

8. Evaluate the performance through scorecards

A scorecard can be a useful tool when you are grading your interaction of the phone calls with customers. It helps agents know the root cause of the problem during the evaluation process. 

The quality assurance team plays a vital role in following best call center practices as they keep modifying and maintaining the quality calls scorecard. A few aspects that can be included in the scorecard are: 

  • Identifying customer issues
  • Knowing how well the agents are listening to the customers
  • How agents are providing solutions to the clients?
  • Does the operator start the conversation correctly?
  • Do they resolve the issues at the time of closing the call? 

9. Carefully resolve the issues

Call center services will nurture your leads and your customer will be their top priority. Operators make sure that your client’s problems are solved in the first call itself

Customers appreciate those companies who provide answers to their questions for the first time and this as a result will skyrocket the satisfaction level of customers. For this, they can also filter the calling scripts and look at the situation carefully to solve the issues at the time of the call center monitoring process.

10. Work on enhancing the customer experience

While conducting quality assurance, managers and supervisors can identify the issues and can provide skill development training to agents. A quality assurance program can optimize the ROI of a call center and fix the broken issues and processes to improve customer service.

 For individual training needs, you can provide courses that will let them know every detail on how to practically improve their performance. As a result, your company can measure the call center performance and can provide an exceptional customer experience with proper calls.

11. Know every detail for QA

Supervisors should always monitor the calls from the starting to the end to ensure that their team follows the call center quality monitoring best practices. This will help to solve all the major and minor issues of the call center. 

With continuous monitoring, managers should know all the details so that agents can also have a self-assessment opportunity. They should pay attention to every detail by listening to the entire conversation.

12. Know your KPIs and call quality standards

Your call center assurance team should set some benchmarks such as key performance indicators (KPIs) and call quality standards as their metrics and goals. They can also have an automatic call distribution process to improve the quality of the calls. 

Key performance indicators include the satisfaction of customers, the productivity of team members, and the engagement rate of employees. Quality standards cover employee engagement and customer satisfaction. It includes brand experience, problem-solving efficiency, customer sentiments, the satisfaction of customers, the agent’s tone of voice and attitude, and overall competency.

13. Make use of the right people and be consistent

Certain people have some misrepresentations about call center outsourcing but they don’t realize how effectively they can solve their problems. You need to hire the right people for your call center who have at least a little experience in customer service and who will also be dedicated to your company. 

Make sure to stay consistent and strictly follow your call center quality monitoring process. Create a plan, communicate it with your employees, let them know their goals as well as the organization’s objectives, and work on new strategies for improvement.

14. Create a plan for employees improvement

Once you are completed with the quality assessment, it’s time to work on creating a new plan for your agents and work on new strategies to get the best results. 
You can also use a call center analytics tool to find out the areas for improvement and help companies reduce the operating costs of business. Your plan should cover all the answers to the questions that may arise in your scorecard.

15. Improve the overall processes

Not every shortcoming is the fault of your call center operator but if a few problems are found to be recurring, then there can be some internal fault in the process.

By investing in the call center quality monitoring software, you can work on providing a digital customer experience and improve your team’s efficiency and performance to drive great outcomes and results.

Conclusion

In today’s business world, monitoring the call center and improving customer service are the two most difficult tasks to build a successful business. Call center monitoring and recording can provide actionable data and pain points so that agents can work on those issues to drive a great result. 

With call center monitoring processes and policies, agents can minimize the wasted time and maximize the satisfaction of customers. It also helps to identify frameworks and pinpoint the areas where operators need more training. Agents can use call center quality monitoring software to deliver a great performance and achieve goals with a great customer experience.