Call Recording Featured Article

Why Call Quality Monitoring Improves the Customer Experience

November 30, 2012

By Susan J. Campbell, Call Recording World Contributing Editor

Recording a call may seem like a violation of privacy, but in the customer service arena, it’s a valuable tool to guarantee quality and even protect in times of dispute. The primary focus, however, is to ensure each customer that interacts with a company receives the highest quality service possible. To that end, the implementation of call quality monitoring brings considerable value to the organization.

A recent Business2Community report offered tips to help organizations to improve call quality monitoring, the first of which is to establish an in-house quality control team. This team is charged with coaching agents, as well as ensuring full product knowledge. Essentially, agents need to be an expert on everything the company has to offer, a task that can be daunting in the larger enterprise. With quality control in place, the agent has access to the development and coaching necessary to drive customer satisfaction.

Call quality monitoring can also contribute to the creation of a secure database of all calls. When these calls are saved on a secure intranet system, they can be analyzed and studied by the quality control team. They can also be used in training sessions, providing feedback for those who man the call or serving as the right or wrong way to handle a particular situation.

It’s also important that call quality monitoring include more than one method of control. While the quality control team brings considerable value to the call center environment, there are other methods applied in leading organizations to ensure the quality level is achieved. Some of these organizations will record 100 percent of their calls, leverage call scoring criteria, enable clients to access data through remote listening, facilitating feedback and coaching among the team and individuals, organize call leveling sessions and examine the potential to increase flexibility and involvement in the quality experience.  

A number of organizations will view call quality monitoring as critical for the constant improvement desired, but it should never be used as a negative strategy to put unnecessary pressure on agents or cause them to fall. Instead, monitoring should be used to enable agents, supervisors and the team as a whole to focus on continuous improvements.

Development plans can also be key within the customer service center. Here again, the quality control team can be used to help establish a structure and then reinforce training and development within that structure. Agents tend to respond positively to such training and subsequently benefit from the improvement in sales results. To that end, development is used to improve skills and enable agents to achieve specific targets.

Scoring systems can also be essential within the customer service center. Agents tend to be more successful when they have performance goals to achieve and proven tools that enable them to achieve those goals. When call quality monitoring is used in this process, quality control leaders are better equipped to guide agents along the way.

As a tool, call quality monitoring along will not guarantee high quality interactions for all customers. When used as a tool to measure experiences and identify opportunities for improvement, however, the application can be quite effective.

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Edited by Rachel Ramsey

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