Posted on: December 10, 2020
How do you ensure remote call center quality monitoring?Get started
“Quality is the best business plan.”John Lasseter
This quote stands true to today’s hybrid work environment. Especially, where organizational operations are majorly depending on virtual connectivity and hybrid work model, 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 the expectations of customers. 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; it is also a measure to enhance support metric figures, which in turn reduces time, ticket repetitions, and costs more challenges.
- Lack of benchmarking and clear performance standards
- 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 biggest and 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 to stay ahead in 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 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 actually 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, there are certain loopholes that can affect quality monitoring.
Challenges like lack of personal interaction, client and company data theft, remote support team productivity make it difficult for supervisors to get in sync with their teams. To overcome these challenges, a contact center agent monitoring software that covers all these factors needs to be strictly considered by businesses.
If you are looking for a similar solution in the market, here is your checklist to choose the best employee monitoring software that will help you in deciding. We have mentioned some of the best strategies through which you can ensure call center quality monitoring.
1. Meeting KPIs
The primary objective of contact center quality monitoring is to track customer interaction and ensure that SOPs are maintained. Just 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 gives supervisors the authority 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 a conversation is also crucial. Unethical practices are those, that are considered as critical or highest level error for your customer service. That’s why in call center language; it is called fatal-call. It’s about monitoring genuinely a real conversion call or successful sale as well.
Remote work may increase the chances of such mistakes. Call center agent monitoring software helps to maintain overall service quality by helping supervisors track exact activities and productivity that leads to great CX and its success rate.
3. Team collaboration and building a stronger workforce
Whether it is about sharing work strategy or about employee engagement, team collaboration plays a major role in it. In a normal bricks-and-mortar contact center, QA team members generally share their feedback with every agent face-to-face. However, under remote operation due to lack of human proximity, things get different.
Going for a remote workforce management solution, like Leapmax, that has integrated team collaboration tools like video conference or live chat is helpful in this case. 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 faced by agents 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 on the right way to handle customers, call center agent monitoring software helps to identify the pattern and performance behavior of employees. Regular monitoring makes any particular process flow easily and smartly. And, these are not only about an agent’s performance or which are independent of an associate’s call handling quality.
They are issues that are the root causes of call repetitions, customer churn linked with core business values that can be solved remotely by supervisors without being physically present with the teams. Also, an analytical report of the quality assurance team makes the business heads take informed decisions as well.
5. Technical requirements
For a perfect call center quality monitoring schedule along with the right approach, the QA team needs an ideal monitoring platform as well. Firstly, they require a proper reporting & analytics dashboard or portal where every agent’s performance can be saved. And secondly, a collaboration tool, especially for remote call centers. Publishing a weekly/monthly scorecard of every associate, and sharing the same with other team leaders and managers is essential.
These reports help to identify agents who are 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, the final goal for 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.
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 comes with an integrated report management solution and team collaborating channel.
- 3 Ways Businesses can Navigate Remote Work Compliance Correctly
- Redefine the Power of the Productivity Baseline Through Measurable Metrics
- An All-New Approach to How You Measure Employee Productivity in 2022
- Agent Performance Monitoring: How to Improve Productivity in the Workplace
- Working Hybrid In 2022? Here’s What You Need To Reconsider