How Do You Ensure Remote Call Center Quality Monitoring?

“Quality is the best business plan.”

John Lasseter

This quote stands true to today’s hybrid work environment. Especially where organizational operations are dependent on virtual connectivity and hybrid work models, taking care of quality needs constant reassurance.

Call center quality monitoring is one of the most important parts of business growth strategies. Too many factors like customer experience and customer satisfaction depend on how the quality and compliance work in the back office and front office operations.

Managing & Maintaining Call Center Quality

Quality Assurance (QA) is mainly about meeting certain expectations or, more specifically, ensuring that the product or service should meet and often exceed customers’ expectations. This is why contact centers enable dedicated quality assurance teams that evaluate every customer-representative interaction.

Call center quality monitoring is not only about meeting industry standards but also a measure to enhance support metric figures, reducing time, ticket repetitions, and cost challenges.

• Lack of benchmarking and clear performance standards
• The low coverage volume of interactions analyzed
• Lack of quality feedback for agent growth
• Analyzing performance and productivity subjected to KPIs

Irrespective of where support teams are stationed in the present times, call center quality monitoring is essential. It involves the process of monitoring and managing agent performance while gathering actionable information to enhance and optimize the customer experience.

With a swift increase in automation and everyone following the path of AI, even contact centers are not left behind. Call center workforce management software is the most effective compliance management support that operation & innovation heads can have today.

Call Center Agent Monitoring Software – The Key to Enhancing CX & Compliance Management

Being a fundamental pusher of brand value, customer experience (CX) is already the main competitive factor for staying ahead in the market competition. CX is so sensitive that research from PwC shows that 32% of customers will walk away from a brand they love after a single bad experience.

Therefore, it is crucial to maintain a high level of quality when it comes to customer support. Technical advances like employee monitoring software have made it possible to impact every aspect of achieving business excellence, even in a pandemic.

Effective quality monitoring works from the root of an issue to ensure great customer satisfaction. Gaps in customer interactions may stem from inadequate agent knowledge, communication discrepancies, technological hiccups, or other reasons.

Align with your Remote Support Teams: Call Center Quality Monitoring Software for the Win

Implementing call center quality monitoring should be a no-barrier for any contact center. And when it is under remote call center operation, certain loopholes can affect quality monitoring. 

Challenges like lack of personal interaction, client and company data theft, and remote support team productivity make it difficult for supervisors to sync with their teams. To overcome these challenges, businesses must strictly consider a contact center agent monitoring software that covers all these factors.

If you want a similar solution, here is your checklist to help you choose the best employee monitoring software. We have mentioned some of the best strategies to ensure call center quality monitoring.

1. Meeting KPIs

The primary objective of contact center quality monitoring is to track customer interaction and maintain SOPs. Like maintaining lower AHT or shift adherence, maintaining quality is a core KPI for any customer support team while adhering to call center productivity metrics.

Engaging the agents directly in the evaluation process improves employee engagement. Getting the right tool for call evaluation and quality monitoring is vital.

So, contact center agent monitoring software allows supervisors to maintain those standards and streamline customer experience during remote work.

2. Overall Compliance and Quality Assurance

Apart from regular evaluation, identifying unethical practices or failure mode identification during conversations is also crucial. Unethical practices are considered critical or highest-level errors for your customer service.

That’s why, in call center language, it is called a fatal call. It’s also about monitoring a real conversion call or successful sale. Remote work may increase the chances of such mistakes.

Call center agent monitoring software helps maintain overall service quality by helping supervisors track exact activities and productivity, leading to great CX and its success rate.

3. Team Collaboration and Building a Stronger Workforce

Whether it is about sharing work strategy or employee engagement, team collaboration plays a major role. In a normal brick-and-mortar contact center, QA team members generally share their feedback with every agent face-to-face.

However, things get different under remote operation due to a lack of human proximity. Going for a remote workforce management solution, like Leapmax, with integrated team collaboration tools like video conference or live chat is helpful. It offers tools that help to streamline the process of real-time one-to-one or group messaging.

Free-flowing communication between teams and supervisors allows a contact center to cater to specific problems agents face while interacting with customers and streamline the process of teams being synchronized with each other.

4. Identifying Work Patterns and Operational Loopholes 

Along with guiding agents in handling customers, call center agent monitoring software helps identify employee patterns and performance behavior. Regular monitoring makes any particular process flow easily and smartly. These are not only about an agent’s performance or are independent of an associate’s call-handling quality.

These are issues that are the root causes of call repetitions and customer churn, which are linked with core business values that supervisors can solve remotely without being physically present with the teams.

Also, an analytical report from the quality assurance team helps the business heads make informed decisions.

5. Technical Requirements

The QA team also needs an ideal monitoring platform for a perfect call center quality monitoring schedule and the right approach.

Firstly, they require a proper reporting & analytics dashboard or portal where every agent’s performance can be saved. Secondly, it is a collaboration tool, especially for remote call centers. It is essential to publish a weekly/monthly scorecard for every associate and share it with other team leaders and managers.

These reports help identify agents lacking to meet the quality standards of customer handling. Especially in the case of remote support teams, a remote collaboration tool or channel is essential to share feedback, updates, and training sessions with agents.

Improve Productivity and Quality Simultaneously

Call center quality assurance ensures customer satisfaction, which is the final goal of any customer support team. A higher CX reduces customer churn and thus increases the chances of repeat purchases.

This is why compliance management in today’s hybrid work scenario is essential for any business. Also, along with the right approach, a secure platform is crucial to operating any sort of monitoring work.

Conclusion

Leapmax, as a remote call center solution, is designed to make your QA team collaborate and enhance operations while improving agent performance with the training team.

This one-stop solution includes an integrated report management solution and team collaborating channel.