Recorded Webinar: Best Practices in Call Quality Monitoring

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Agenda

Introductions – Jonty Pearce, Call Centre Helper
Carolyn Blunt – Real Results Training

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Tom Bukht – Business Systems

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Link: Click here to try out our Free Call Monitoring Form

Topics discussed

The latest thinking in call quality monitoring
Agent evaluations
Coaching and training
Quality scoring
Cloning best practice
The best number of calls to monitor and evaluate
Improving quality of emails, webchat and social media
Using technology to improve quality monitoring
Speech analytics
Top tips from the audience
Winning Tip:

“We have removed scores entirely. Our evaluation form is divided into two main sections-Customer Experience and Business Solutions. Under each of those categories we list Strengths and Opportunities. There is also a WOW section for associates who go over the top in both educating the customer and/or soft skills. Additionally we have “Spot” awards we the QA Team or Supervisors observe a particularly good Customer Contact (we evaluate calls and e-mail). Associates also have an opportunity to submit contacts where they turned a call around from a negative into a positive. QA calibrates on regular session. In addition we have observe calls together in session that neither the associate or QA Team has listened to previously” Congratulations to Dianne1