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Put mm Taynara Schemes July 20, 2021

Posted: Wed Jan 22, 2025 10:52 am
by shukla7789
What is quality monitoring in the call center?
How to monitor the quality of your call center? 6 steps
1. Have a responsible monitor
2. Monitor qualitative aspects
3. Set a grading ruler to measure the quality of your work
4. Define some KPIs to measure
5. Collect feedback from customers and professionals
6. Use technology to your advantage
Providing quality service should be one of your company's priorities. Ensuring this happens, however, requires continuous dedication, monitoring of results and optimization of processes . To achieve this, moj database monitoring in the call center is a necessity.

Below, we explain how to put this strategy into action.

What is quality monitoring in the call center?
Before understanding how to monitor a call center , it is essential to understand what it is.

Call center quality monitoring aims to monitor, or evaluate, quantitative and qualitative indicators of the customer service sector , with the aim of identifying failures, bottlenecks and opportunities that will provide an improvement in the service process.

Monitoring, however, does not only use common customer service indicators to assess whether or not service is efficient.

Call center quality monitoring also includes assessing the quality of the work performed by each professional in the sector.

In view of this, the approach of the customer service professional to the customer is analyzed, for example. In the approach analysis, the following is assessed:

What the customer service professional says to the customer;
How he performs the icebreaker;
How does the connection establish;
If the professional uses and how he uses the approach lists and more.
From this assessment, the objective is to identify the quality of the work being carried out and then seek improvements. Always!

But how do you monitor call center quality? That’s what we’ll talk about next!

How to monitor the quality of your call center? 6 steps
To monitor call center quality, it is important that you create a process. This process will help ensure that monitoring is continuous. Below are some tips.

1. Have a responsible monitor
Having a professional responsible for monitoring the call center every day is essential for monitoring to become a priority process within your company.

In many businesses, the customer service team supervisor ends up carrying out the monitoring activities, but this is not an ideal model, because the other day-to-day activities of a customer service supervisor can mean that monitoring does not occur adequately and with ideal consistency.

It is part of the set of activities of a monitoring professional:

Analyze the quality of the scripts being used by professionals in the sector;
Identify errors;
Identify opportunities for improvement;
Contribute to optimizing the company's communication with customers;
Evaluate the criteria set out in the quality spreadsheet.
And more.
>>> Read also: how to create a successful customer service script in 5 steps

2. Monitor qualitative aspects
To carry out call center quality monitoring, it is essential to have established which criteria should be evaluated to measure the quality of an activity . This makes the evaluation more thorough and less subjective.