5 Steps to Quality Monitoring in Your Call Center

Call Center Quality

Quality monitoring is essential for quality results when running your call center. While metrics capture the pulse of your center, quality monitoring is a key factor in determining how you get the metrics you desire. In fact, simple monitoring for KPIs is done with software, but quality monitoring is done with old-fashioned, hands-on personal attention.

As a supervisor, if the demands of your time are such that you cannot make time to do the monitoring yourself, share the responsibility with your best manager. Try to use at least 3 manager-level personnel to help. Make quality monitoring an aspect of the job that is coveted. Make it an honor for the best manager to be responsible for it and reward the privilege accordingly for your desired results.

Consider the following quality monitoring process:?



Create a score sheet

Evaluate the abstract or difficult-to-measure KPIs, such as social appropriateness. Use a numbering system. Be as consistent as possible; go so far as to define the subjective aspects of your measurements (as much as possible). Tally the score to establish a standard. Also, include a comment section to allow for more input.


Sit and listen

While the calls are recorded for verification, evaluation, and training, taking the time to actually sit down nearby an agent and listen to calls is critical to success. Why? Because you can see and hear what is actually taking place on the call. The interaction between your agent and customer is paramount to your call center’s goal achievement mission. Without a practical understanding of what is happening on your calls can present a mystery when dissecting macro-metrics. If you don’t take the time to occasionally sit and listen, make sure your most trusted manager does.


Complete the score sheet

Be observant. Watch and listen for word command, tone, and body language. Notate the professionalism of your agent’s word choices or his/her diction. The use of too much slang can be a deal breaker. Tone is important because the customer ought to feel like s/he is not intruding on the agent, but is receiving genuine service from a caring person, aka. Agent. Also, tone reflects attitude. Remember: it’s not so much what you say as how you say it. Body language matters to the extent that it is an expression of self-determination. If your agent slouches all the time, and complains of fatigue, there might be a connection between slouching and fatigue. Is this assertion a stretch? Maybe, but the point is that you must think like a detective to discern how to get the most out of your agents and managers. Completing a precise score sheet can be an invaluable tool.


Compile the information

Evaluating the data from the score sheets can establish a benchmark. Think of it like a snapshot: it’s a few days of heavy monitoring designed to give you a picture of the viability of your business. It can provide answers to questions that are raised when specifics metrics goals are not being met.


Assimilate scoring

As much as possible, systematize this process. Having some subjectivity is unavoidable, but limit its effect. Moreover, assign all of your monitors to a few of the same agents. Compare the scoring results. Also, assemble all of the monitors to listen to one, recorded call and compare the results. Systematizing this process is critical to making it an effective tool for achieving your call center goals.

Quality monitoring for call center success is what you are doing as a responsible supervisor. Make sure that the process is efficient and effective, adhering to the established criteria. If you are creating a process or evaluating an existing one, include the feedback from your managers and best agents. You might be surprised by the cooperation you receive during implementation after you have included them in the process. Keep in mind that the quality of your call center business depends on the quality of your call monitoring.


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To Your Success,

Greg Meares



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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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