Quality Monitoring Goes Beyond Dispute Resolution

Many contact centres are now using quality monitoring technology for training purposes, as well as for dispute resolution.

Quality monitoring is a means of monitoring calls and measuring agent performance.

The right quality monitoring software can quantify the success of agent interactions – making it easy to score, evaluate and report on agent calls.

Data gathered through this technology can then be used to significantly improve agent performance, boost customer service and drive business revenue.

Ask any contact centre today if they have call quality monitoring in place and the answer will almost certainly be yes, but the method used can vary greatly, impacting the effectiveness and outputs of any programme.

Understanding your system is key to delivering the expected outcomes

When seeking to invest in or upgrade a quality monitoring system, there are a number of common problems to be aware of, such as finding time to identify valuable calls and sustain ongoing improvement.

By factoring these in prior to implementation, organisations can make a more informed decision about the type of system best suited to their needs and how best to apply technology and processes to deliver the expected outcomes

Author: Megan Jones