Quality Control with Call Monitoring
What is call monitoring?
Call monitoring or call center monitoring is the practice of monitoring support, sales, and other business calls for the purposes of auditing them. These audits are then used to track and improve the impact of interactions between agents and customers. Call monitoring, typically facilitated with call monitoring software, ensures quality control and helps contact centers understand which areas need improvement.
Zendesk provides out-of-the-box integrations with many leading telephony providers, making it easy to deliver phone support from the same platform agents use for other support channels.
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However both tools look at interactions after the fact, making it difficult to pinpoint specific moments that work, and ones that need improvement. Since call monitoring captures actual conversations, it is one of the most useful ways to examine specific interactions and learn from them. Doing so correctly will result in improved call quality, customer satisfaction, and agent performance.
- Build out a process. Calls monitoring should not be ad hoc. Building a process, including formalized evaluation forms, will lead to more accurate data. Managers can schedule regular meetings to go over evaluation forms and decide on actions plans.
- Think like a data scientist. Twenty negative call evaluations might seem bad, but what if that’s from a call center that makes thousands of calls? It’s important to factor in an appropriate sample size before drawing any conclusions.
- Take a comprehensive view of things. Did the customer speak to more than one agent or make several phone calls? If so, it’s important to monitor every conversation, with every agent to get a realistic view of that quality of that customer’s experience.
- Choose the right metrics. In addition to the content of the phone call, call center management should incorporate important metrics. Not every company is built the same, so different call centers should focus on different metrics. Length of call might be an important metric for some, while others who care more about things like upselling and customer engagement, might be less concerned with the duration of a call.
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There’s always room to improve phone support. These resources will show you how.