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The Basics: How can Call Center Quality Monitoring help you understand customers better?
Are you looking at upping the standards of your call center interactions? Are you certain that you’ve got the right quality measures in place for your call center management?
Standardizing your call center quality monitoring program to stay in line with customer expectations is an ongoing effort. However, it’s paid off for companies who have implemented such processes, as they’ve realized significant improvement in call quality, customer satisfaction, employee performance, and overall call center performance.

While you may think monitoring is all about spotting problems and dealing with them, that’s not always the case. When performed efficiently, call monitoring can help your organization by identifying and amplifying positive messages. Your every attempt should be aimed at improving customer satisfaction.

Here are the top three reasons why experts have indicated call center quality monitoring as an important performance measurement and evaluation tool:

  • At the ‘center’ of it all: Your call center is at the heart of your customer relationship management. Without question, the most effective way to measure call center quality is call monitoring. Companies doing so have reported specific improvement in call quality, a specific gain in customer satisfaction, significantly reduced customer response and handling time, and callbacks. These contribute to improvements such as higher first call resolution, fewer customer complaints and errors, improved overall call quality, and service levels, reduced turnover, and higher employee morale.
  • Making sense of gathered information: Monitoring quality for any call center is critical since it’s a source for invaluable customer insights. It is an indicator of your performance and actual customer experience. By regularly monitoring call center quality, you can set standards of evaluation for agents, maintain best practices, support feedback, and benefit from the gathered information by using it in training and development of staff. Such measures help you maintain high standards of customer service.
  • Go the extra mile in your customer relationships: Research indicates a direct correlation between call center quality monitoring and customer satisfaction levels. The more frequent, accurate, and disciplined your investment is in monitoring and coaching staff, the better customer service you are able to deliver. What this means is bigger sales and higher customer retention levels.
  • For a truly objective result, call center quality monitoring must be a habitual process. It enables you to make faster and more informed decisions. It also improves workforce scheduling and provides an infinite information source to help implement or refine agent training – after all, agents are your brand’s spokespeople in any customer interaction. For companies with no monitoring systems, outsourcing call center quality monitoring activity to experts is a cost-effective option.

  • Why consider partnering with Knoah for call center quality monitoring?
    Quality is at the center of Knoah’s business value proposition. We offer a wide range of analytics, dedicated quality teams, and a robust agent performance management platform to enable your call center quality monitoring process. We provide turnkey core competency solutions like TotalAssureQA, a third party Quality Assurance (QA) offering developed for organizations that don’t have the budget, time, staffing, tools or in-house expertise to effectively manage a comprehensive Quality Assurance program. We work closely with you to reach quality, customer satisfaction, and business metric goals.
  • To learn more about our solutions and how we can create a partnership today, please click here

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  • ccw-new-logo

    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.