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The Importance of Monitoring KPIs in the Contact Center

BPA Featured Article

The Importance of Monitoring KPIs in the Contact Center



By Alicia Young, Web Editor
August 09, 2017


When it comes to monitoring quality in a call center, there are a number of choices a company has to make. Whether an organization chooses to create a quality assurance team made up of its existing staff or it chooses to hire an outside firm is one of the biggest decisions that needs to be made. From there, how to go about call quality monitoring remains largely the same for any company that wants to be successful in its endeavors.


For the most part, call center managers choose to monitor call centers with respect to performance, quality and key performance indicators (KPIs). According to an article from the balance by F. John Reh, “Performance issues include metrics like how quickly the caller can reach a call center and how quickly they can reach an agent, how quickly their issue can be resolved and the call closed, and how long they wait on hold during a call. These metrics are typically measured by an Automatic Call Distributor (ACD) phone system and are discussed elsewhere.”

Meanwhile, Reh points out that KPIs that are typically set include things like agent courtesy and ability to follow procedures. KPIs can be easily measured through 3rd party remote call monitoring solutions. Managers can record calls between a customer and agent and listen to them at a later date to discover how the agent is performing. Or, managers can even use the whisper feature that’s usually found in 3rd party remote call monitoring solutions to tune in to calls in real time to see how agents are doing. Not only does this let managers see agents in action, but it also allows them to step in and diffuse the situation if an agent isn’t handling a call very well, or if there’s a particularly aggressive customer on the line.

By keeping a close eye on agent performance through call monitoring and quality assurance practices, agents can ensure that agents are meeting KPIs and performing to the best of their ability. 




Edited by Maurice Nagle
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