The Guide to Call Quality Monitoring in the Contact Center


These days, the term of channel customer experience” refers to social media and messaging apps. This is the reason why it is vital not to forget the importance of voice communication channels. Numerous studies prove it: these communication channels remain a reliable means of handling complex customer cases, while being one of the preferred means of communication for older customers. By instituting an effective methodology to control the quality of calls, call centers can ensure that customers who contact them have an experience as good as those offered through other means of communication. Here are seven best practices for effectively monitoring call quality in a call center.

Use call recording tools to analyze them in depth.

To begin with, it is important to record all incoming and outgoing calls in order to consider real quality control. Using call center software capable of recording telephone conversations can allow you to both monitor the quality of the calls while also seeing the skill level of the operator. Make sure you take into account all calls and not just a random sample, because your goal is to have a global vision of your customers’ expectations, and to determine the room for improvement of your operators.

Determine what the perfect call would look like.

Call center operators should have a model of what an ideal telephone conversation is. After analyzing both incoming and outgoing calls, generally identify the strengths and weaknesses of your operators and their methods, then make the necessary adjustments to define an ideal telephone conversation scenario. These revisions can for example include the modification of the call script, a change of tone or vocabulary of the operators, a better use of the CRM software in order to facilitate the exchanges, or even a concentration of the efforts on the resolution of the problems from the outset. first contact. If possible, take as an example already existing and successful telephone conversations,

Involve your operators by asking them for feedback and offering them training.
One of the most important things in controlling call quality is asking operators to give you their feedback. Their day-to-day experiences with customers can give you a new perspective on how to improve practices, including revisions to call scripts, which phrases work best in a tense situation, and how to simplify a situation. technical language in order to be better understood by customers. In addition, operators should benefit from regular training and coaching sessions in order to improve their practices. Develop the interpersonal skills of your agents through role-playing games and video tutorials, and keep them up to date with new products, services and events in your company,

Evaluate your agents and reward those who deserve it.

Monitoring the quality of calls means that you are also monitoring the operator in question, as the phone conversations you are going to analyze reflect their skills. Create evaluation forms that will be given to both operators and managers. This allows agents to self-assess their performance and then compare their analysis with that of their manager. Operators should be able to freely discuss their assessment with their manager, including asking them for clarifications and advice on how to improve if necessary. Finally, when agents do a great job, managers should be grateful and reward them accordingly.

Determine what are your top metrics to monitor to achieve your customer service goals.

Many call centers dream of solving all customer problems from the first contact ( FCR in English for First Contact Resolution ), while reducing the average waiting time ( AHT in English for Average Handling Time ). However, it can be difficult when the problems are complex. Sometimes customers’ situation simply requires taking more time to find an effective solution. This means that operators and managers should prioritize the quality of the customer experience no matter what, even when it extends the average wait time. Spending more time on a call can save the customer from having to call you back, and they’ll be more satisfied.

Assign a team to control call quality.

Having certain employees in your call center dedicated to monitoring call quality can make things easier for you and make the process smoother. This team could analyze the calls and take notes on points to be reviewed during training sessions, so that managers are available to agents in case of questions or problems. Periodically, rotate teams so that all agents have the opportunity to participate in call quality control.

Make it a habit.

Checking call quality should not be an occasional practice. From recording calls to analyzing them and then to operator training sessions, improving your customer service practices should be a daily goal and a habit for your entire call center.Voice communication media remain the preferred channels for customer service interactions. According to a study published by American Express, when they encounter a complex problem, 46% of customers prefer to contact customer service by phone. This is why call centers should ensure that call quality control is a daily, comprehensive and constantly evolving effort in order to stay in tune with customer needs. To ensure optimal customer service, thanks to voice communication means and more, discover

Leave a Reply

Your email address will not be published. Required fields are marked *