Recorded Webinar: Best Practices in Call Quality Monitoring


Call Quality Monitoring is a great way to improve the customer experience and to ensure consistent service.  But it can be notoriously difficult to get right and to get employees to buy in to.

In this webinar we looked at best practices to improve 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

 


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This webinar was brought to you by Call Centre Helper and is sponsored by Business Systems.

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