Contact center plays an important role since they are the main representatives of the company reputation for customers, so monitoring contact center performance is a must. One of the suitable and effective ways to monitor contact center performance is by conducting quality monitoring to support the company’s success in the future. Suppose you have not implemented contact center quality monitoring in your company or have done that but have not gotten the maximum results from implementing the quality monitoring. In that case, you need to find more information about improving the effectiveness of quality monitoring at the contact center.

This article will discuss how to improve the effectiveness of contact centers quality monitoring in detail. Hopefully, the following explanation can help companies and all contact center practitioners improve their contact center operational performance and provide the best service to customers.

1.      Understand your business strengths, weaknesses and goals

To improve the effectiveness of quality monitoring, you need to understand your strengths, weaknesses, and future business goals. It will be difficult to determine an effective strategy to monitor contact center quality without understanding these three things. You can start understanding those three things by evaluating which ones have positive and negative “impacts” and which ones affect nothing. By doing this evaluation, you will determine what needs to be improved and what should not be implemented again in contact center operations.

Besides, it would be best if you also had a clear picture of what you want to achieve. If not, it will be very difficult to determine which KPI is useful for the contact center’s success in the future.

2.      Analyze all interactions between customers and agents

To increase the effectiveness of contact center quality monitoring, you need to analyze all interactions between customers and agents. However, these activities are doubtful to be done manually, especially if you receive a lot of interactions every day.

You need to have documentation of all interactions with customers used as concrete evidence in case of future problems and to measure each agent’s performance. Instead of analyzing all interactions, you should focus on only a few essential types of interactions, such as those that affect customer satisfaction and vice versa, those that take up long and short durations, and those that are diverted.

This method will help you detect common mistakes that agents often make and find the parts that need improvement for better contact center performance.

3.      Align business goals with customer needs

This point may sound very general, but in fact, many companies do not implement this. All of your strategies will be useless for business success if you don’t consider customer needs. For example, set a call time limit when the customer needs more detailed explanations, which usually takes longer. Your efforts will become useless if you do not predict customer needs because, in the end, business success is determined by how good the customer experience is.

4.      Use the right supporting software

Utilizing the right quality monitoring software can help companies achieve business goals quicker. Currently, many companies are using quality management solutions to increase the effectiveness of contact centers quality monitoring because this solution is specifically designed with useful features to maximize agent performance and overall contact center operations. When choosing the right contact center quality monitoring software, here are some factors to consider:

• Does the software offer all the features you need?
• Is the software scalable, which means it can adjust the number of calls that continue to increase as the business grows?
• Is the software easy to use? Does it require special training for new users?
• Can the software ensure the security of company data?

Compare these factors and schedule a specific consultation with a quality management solution provider. Create a team and spend some time preparing the implementation of this solution.

With thorough preparation, it is not difficult to boost the effectiveness of contact center quality monitoring. The crucial thing you need to do is find the right solution to support the contact center quality monitoring. Please contact us at marketing@phintraco.com to get further information or consultation regarding efforts to improve the effectiveness of contact center quality monitoring.

Reference:

https://www.verint.com/wp-content/uploads/automated-quality-management-for-compliance-datasheet-us-english.pdf