quality monitoring

New Ways to Think About Contact Center Quality Monitoring

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Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments. Improving contact center quality is one of those activities that deliver perpetual benefits. It not only helps your organization better deliver its brand promise by contributing to a positive customer experience, but quality can also help lower operating costs. Additionally, the savings can be used to justify investments in newer quality management and related tools to up your quality and savings even more.

Delivering Great Customer Experiences (CX)

When you consider basic agent tasks such as:

  • How to answer a call
  • How to transfer or escalate a call
  • How to research a specific customer question or problem
  • How to enter or update customer information
  • How to process an order or change to an order
  • How to document a call,

You quickly realize the need to have well-defined processes for these tasks to deliver CX with a predictable degree of uniformity and dependability.

The Role of Quality Management

Agent training is largely about familiarizing agents with contact center processes and how to correctly execute them.  And by extension, contact center Quality Management is about applying activities needed to measure agent comprehension and proficiency.

Using specialized quality management tools, contact center managers can observe agents as they interact with customers and then provide specific feedback and coaching. As agents become more proficient, their service levels improve, and so does contact center performance.  This idea is the key to building a successful business case for improving contact center quality. Contact center performance improves with quality improvements because customer interactions become more effective and this ultimately translates into operational savings.

How Improved Quality Monitoring Leads to Improved Performance

Consider again how quality management can be used to improve agent comprehension and proficiency for the following tasks:

  • How to research a specific customer question or problem
  • How to enter or update customer information
  • How to process an order or change to an order
  • How to document a call

The results are two-fold.  Not only do resulting improvements in First Call Resolution affect CSAT, but these same improvements also lead to lower Average Handle Times.  These performance improvements give managers flexibility to support growth without additional labor cost or to reduce labor costs.

Register and attend this webinar to learn more about how quality can improve performance, including:

  • What is the definition of contact center quality
  • Which KPI’s are recommended to measure the quality of processes
  • Additional examples of operational savings resulting from quality improvements