The Leading Contact Centre Magazine

Recorded Webinar: Best Practices in Call Quality Monitoring


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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