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What is Quality Monitoring?


TMCnews Featured Article

November 22, 2011

What is Quality Monitoring?

By Chris DiMarco, TMCnet Managing Editor

A call center is only as successful as the workforce behind it, and every year the industry pours millions into technologies that aim to more effectively prepare agents for the interactions they will have daily. But huge investments in software and hardware will fail to provide quality interactions without continuous support, and that’s where quality monitoring comes in. Monitoring agents will allow your supervisors to determine who requires additional training and who can handle more responsibility, providing you with the pulse of your call center.

For the most part a proper quality management strategy includes enhancement to the processes that are already in the call center at your call center, supplementing things like training and coaching with additional technological support for a deeper understanding within your staff. Call recording, for instance, which can allows you to archive and use live examples in your training sessions,

The real difference between quality monitoring and standard call monitoring and recording is the drill down that the post-call metrics allow for. Most agent performance solutions now have detailed graphs and numbers allowing managers to see exactly how where they stack up over number of key performance indicators. These KPI can be things like call volume, call abandonment, length of call etc, and the performance of each agent can be monitored in relation to each.

Once the intelligence and historical data has been collected the true advantage of agent performance begins to emerge. With this data, call center managers can provide training programs and e-learning seminars to ensure their staff’s knowledge is improving at every opportunity. With integration into ACDs and volume monitors, some agent performance suites even have the ability to call and conduct session with agents as they become idle, pausing lessons when the call volume comes back up again.

As competition drives up the value of good customer service, quality monitoring is arguably as important to the success of your operation as the phone lines. In an industry where the agent is the most important link to the customer, making sure they’re at their best will offer quick and long lasting return.

Edited by Chris DiMarco

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