About quality monitoring
Quality monitoring in your call center can put a wealth of data at your fingertips. By tracking and measuring the right information, you can enhance multiple areas of your call center operations. Quality monitoring data can be used for associate performance management, resource planning, training development, and more.
Most call center quality monitoring is achieved through call monitoring. Call monitoring software systems facilitate the recording and review of customer interactions (including calls, chats, and emails). These systems can also gather statistics about calls and other contact points, which can be used to develop metrics for operational and performance improvement.
Types of quality monitoring metrics
The most obvious quality metrics are those related to associate performance. This can be measured through customer satisfaction surveys implemented at the end of calls. However, other call information can also provide data points that illustrate service level. For example, an organization may track improvements in:
- Average call length
- Number of prompts or transfers required to bring a caller to the correct agent
- Wait time or hold time
- Repeat calls
The quality monitoring system can also track data that helps the contact center improve its efficiency. Understanding peak call times, for example, will allow for smarter staffing. A Pareto diagram of frequent customer complaints and issues will identify training priorities. The uses of your call monitoring system can stretch far beyond simple recording and reviews.
Choosing the right metrics for your organization
In order to get the most value out of your call monitoring system, your organization should be focused on the specific metrics that matter most. It’s important to acknowledge that these metrics won’t be the same for all organizations.
Make sure that when you choose a partner for your quality monitoring system, they offer you the ability to adapt or customize the program for your organization’s needs. A one size fits all solution is unlikely to have the best data and metrics for your individual call center.
Finding a quality monitoring partner
Once you’ve determined the right metrics for your call center to track, you may need help implementing a quality monitoring system. If so, contact the experts at Evaluate Quality to learn more their sophisticated call center solutions. Whether you are in the Phoenix or Scottsdale AZ area or anywhere in the United States, the experienced team at Evaluate Quality can help create a unique software service customized for your company’s needs.
Evaluate Quality, founded by Sage Advantage, is headquartered in the Scottsdale/Phoenix area and has helped many businesses large and small throughout the US with call monitoring systems. With Evaluate Quality, you can have access to detailed insights and call reporting metrics at your fingertips. Contact Evaluate Quality now for a demonstration of their quality monitoring programs.