Quality Call Monitoring in a Call Center

By Shauna Geraghty
0 min read

With Talkdesk’s industry-leading quality management software, quality call monitoring is a simple and easy process that will produce significant results on your company’s bottom line. It is essential for any call center interested in improving service quality while decreasing costs.
Call monitoring allows managers to identify problems, maintain quality standards, improve the customer experience and improve agent, call center and departmental performance.
Below is a list of suggestions to help you improve your call monitoring methodology and practices.
1. Make sure that you have call center software that allows for call monitoring, recording and call barging.
2. Involve call center agents, managers and stakeholders in developing scorecards/evaluation forms that will measure call center agent performance as they are on the call;
- Scorecards should have measures that are in accordance with company policy, KPIs, external benchmarking and customer expectations for service
- Understand what your customers expect and how they want to be served (through customer research: interviews, focus groups and surveys) and ensure that you are measuring and monitoring the behaviors that align with your customer’s expectations
- Define what constitutes a quality interaction, what you are measuring and how it will be measured
- Provide examples of behaviors that will be assessed. Include examples that demonstrate excellent, average and poor quality of the behavior being measured
- Continually review the scorecards
- Ask yourself the following questions. Am I assessing the most important behaviors (as defined by company policy, customers, agents, costs, etc.)? Can I develop an action plan from the results of the scorecard? Can I communicate the results to the agents effectively? Am I able to identify outstanding performance as well as areas for improvement?
3. Train all managers on how to “score” agents performance and assess for inter-rater reliability.
4. Use the scorecard to train agents so they have an accurate understanding of which behaviors will be assessed.
5. Develop a coach and manager training program to ensure that they are most effective at monitoring calls.