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 checkins with agents.
5. Focus on process
improvement.
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1) Set business goals.
Your first step toward Call Centre Solution’s 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 you’re 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 centre’s 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/@riddhicorporatesl/5-steps-for-effective-calling-quality-monitoring-in-yourcall-center-solutions-c028a4b6c7fc
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