Comments on: 30 tips to improve your call quality monitoring

By: mehab

mehab — Wed, 19 Oct 2011 12:31:42 +0000

Can anyone give me any tips on how to remain calm and n
not get stressed during side by side monitoring

By: Merementsi (KMB)

Merementsi (KMB) — Wed, 05 Oct 2011 02:12:50 +0000

”Allow self awareness” . This is one aspect that is over looked in most call centers. Thats why most agents do not take full accountability for adherence to quality std. They feel that their input is not valued.

By: Beekay

Beekay — Mon, 03 Oct 2011 18:22:29 +0000

thank yOu so much for the input, i am a Quality Coach EveluatOr in a call center and this information is going to help a lot. Thank you again.

By: ed

ed — Sun, 05 Jun 2011 00:24:55 +0000

I am a contact center operator, i ask is fair for my call to be re evaluated after disputing the score only to be found I was right the first time but hen opps! found something else to fail you on, it would seem when i talk to the client I have one chance why does the evaluator get to change the score after first or fith time it may have been disputed? How can this be fair

By: Shihab.CT

Shihab.CT — Fri, 03 Jun 2011 17:22:20 +0000

Hi, i am an QA in quality department of a call center. This article is very usefull for me.

By: Denis

Denis — Fri, 01 Apr 2011 05:37:52 +0000

Good Evening. . .
Thank you for all of your excellent suggestions!

Does anyone have a suggestion on how to evaluate the “Whole” call? I would like to find a balance between the necessary structure/ quantitative benchmarks and a measure of evaluating if the client was completely satisfied at the end of their call. I find often we are policing the agent and the QA metrics have become so picky that we lose track of the bigger picture. Was all of the clients needs met or exceeded? Was the client satisfied?

I would like to utilize many of our current QA metrics,while still empowering the agents to have a personally, have a little leeway, build/nurture client relationship, resulting in the client being satisfied. Thank you!

By: Jackie Naughton

Jackie Naughton — Mon, 10 Jan 2011 08:42:32 +0000

Post removed – no advertising please!

By: Jamie

Jamie — Sun, 10 Oct 2010 16:00:03 +0000

Great thank you for the information, I am looking to review a quality system in place for a B2B call centre with 1000 agents. Does anyone have any good quality processes/measures that I can look at? currently we have a quality team who evaluate 0.50% of calls – I am keen to increase the support we offer without increasing the quality FTE’s.

Any advice would be appreciated. Also I am echoing Ian’s comments above what is a good % of calls to monitor?

Thanks,
Jamie

By: Pramod

Pramod — Mon, 20 Sep 2010 10:38:36 +0000

Hi,
Can anyone provide me an ppt of report making by an quality analyst?

By: krishnamurthy iyer

krishnamurthy iyer — Sun, 25 Jul 2010 13:29:41 +0000

Excellent,its very useful…