Why Use Call Monitoring in Your Contact Center

By Marcia Jenkins, Senior Operations Manager, Quality Contact Solutions

For Quality Assurance and Training purposes, this call may be monitored… One of the best practices for ensuring quality and consistency of customer experience is to utilize call monitoring.

What is Quality Assurance Call Monitoring?

What is call monitoring? The agents are making calls, a quality assurance analyst listens to live or recorded calls. A top-notch quality assurance analyst ensures the agents have the help and feedback they need to grow and improve on their calls. This reduces turnover on the team and helps ensure a good customer experience.
Call monitoring also provides key info to the client. What are the trends from the customers? What offers are working? Where might the “Script” need to be reworked? A good quality assurance team will provide inside information to ensure a positive ROI.

Call Monitoring Should be Done Early and Often

It is important to listen to the agents early on and hear those calls first hand. A good quality assurance department ensures the agents, the client and the management team are all on the same page. Listening to the calls and providing feedback to the agent and the client means everyone is on the same page. Follow up to make sure changes have been implemented and listen again.

Call Monitoring is a Treasure Trove of Information

A good quality assurance analyst will provide feedback that helps increase the call center’s return on investment (ROI). Listening for trends, responses from customers, what’s working, what’s not, training topics the team needs more training on, will always provide the client with critical information. Acting on that information and being prepared to change up offers and provide or allow additional training will make sure your program is a success! To ensure your ROI, ask your call center’s quality assurance team for feedback and suggestions. What trends are they hearing?

Calibrate Call Monitoring Results with Call Center Key Performance Indicators

Once you have identified needed adjustments (to the program or to a particular agent’s call handling approach), it is imperative to take a look at the actual data. Are you getting the contact you expected? Are you getting the completes/sales you expected? What do the conversion numbers look like? Knowing the Key Performance Indicators (KPIs) in conjunction with the call monitoring results will help identify if other changes need to take place on your calls.

Marcia Jenkins is the Senior Operations Manager for Quality Contact Solutions. She can be reached at (866) 963-2889.