Quality monitoring helps agents learn from best practices and improve communications to deliver greater customer satisfaction.
In contact centers, quality monitoring ensures that the calls are informative, to the point, and do not waste the customerâ€™s time. To achieve all these is tough and requires a mix of agent experience, innovative leadership strategies, and a robust technology solution to create successful interactions. Communications in a contact center have to serve customer successfully and supervisors are given the job of ensuring this.
A Tough Task?
At first glance, it seems that supervisors have a tough job ensuring that all agents are well-mannered and attend all calls successfully. This is where having an all-in-one communication suite helps supervisors. If supervisors have an easy-to-use interface which gives them a view of all agent activity in real time and analysis of the calls as they are happening, would that not be fantastic?
Arming supervisors with such a powerful tool would make their jobs easier. Agents can be monitored across various campaigns and supervisors can access vital information regarding agent status, call status, call history, dialing configuration, voice settings, customer interaction, lead management, and campaign management in real time. Supervisors can track agent productivity in real time and suggest changes when they underperform, or commend them when they do well.
Here are some tools that help supervisors carry out quality monitoring:
Voice Logger: This call recording tool is very helpful learning tool. Conversations are recorded and used for quality and training purposes, using real life examples of what to doâ€”or not doâ€”in different situations. Logs can be archived in different formats and agents and supervisors can use them to learn best practices. This helps businesses be compliant to processes and helps them identify the problem areas in case an issue arises from the customerâ€™s or agentâ€™s end. Voice logs prove to be very helpful in these situations as all the calls are documented with customer and agent information and what each person has said.
Snooping: To monitor agents who are on call, without disturbing them, is called snooping. This tool allows supervisors to quietly listen to conversations. Supervisors can pick agents in a campaign at random, and see how they are performing on calls and whether all issues are being resolved.
Whispering: A supervisor acts as an advisor and silent spectator in this tool. The customer does not know that the supervisor is talking to the agent while on call. In case an agent is not specifically skilled and needs guidance or advice. The supervisor listens to the call, offers the agent his/her advice, and the agent relays the same to the customer.
Conferring: If a customer wants to talk to a manager about a serious issue, has complaints regarding an agent, or needs skilled advice, supervisors can be added in on the call in a conference and resolve the query. Sometimes when customers are difficult to handle, this tool helps quickly resolve issues.
Barging: In case an agent is not able to handle the customer efficiently, the supervisor can forcefully â€œbarge intoâ€ the call. Supervisor now takes complete control of the situation and resolves the customerâ€™s issue.
Benefits of Quality Monitoring
- With real time monitoring, managers can glance at the prevalent call behavior and agent and campaign performance
- Information about key metrics allows managers to modify campaign configurations, voice settings, or dialing modes, thereby improving overall productivity
- Supervisors can participate in a live call via barge, and confer, and listen to calls via snoop
- Quality monitoring enables supervisor’s assistance in a query.