Nov 13 2007
Benefits from the Quality Monitoring
Quality Monitoring: The collection and analysis of data for selected indicators which enable managers to determine whether key standards are being achieved as planned. Quality monitoring is all about process improvement, and in addition to the initial gains organizations achieve through deployment, there is an ongoing opportunity to secure continual incremental improvements. It is essential for organizations to stick with their quality monitoring programs, as once you are successfully base lined activities the gains keep on coming.
As call quality scores rise, you will invariably see a commensurate improvement in key business measures, from sales conversion rates through to improved customer retention. In turn, agents seem to benefit from working in a more efficiently managed environment, resulting in reduced attrition and falls in sickness and unscheduled absence.
Quality monitoring can also yield important insights in to activities that take place outside of the contact centre. Speech analytics techniques can be used to support sales by uncovering data relating to current campaigns or by identifying customer churn triggers, while the early capture of escalated calls to supervisors can alert the business to possible customer service issues.
Another key opportunity comes through the use of quality monitoring to highlight just why calls are coming in to the contact centre. If, for example a large number of calls relate to accounts issues, then effective root cause analysis can spot a repeat pattern and alert contact centre management who can then escalate the issue to the billing department.
Call Center supervisors are also able to listen to and/or record phone conversations with the standard digital voice recording agent monitoring utilities at the same time they are viewing the agents desktop activities. Supervisors can silently view as many agent desktops as is possible to be effective.
Quality monitoring steps and its implementation can leads to a wider workforce optimization infrastructure, has the potential to be the most powerful tool that a contact centre can ever buy.
