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Best Practices for Quality Call Center Monitoring .pdf



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Best Practices for Quality Call Center
Monitoring
Keeping a contact center in good shape can be an overwhelming task. There are hundreds of
parameters that you have to maintain, such as office infrastructure, agent metrics, technical
issues, company expenditures, and other related processes. Focusing on the improvement of your
call center call monitoring process is one of the big, attainable steps that you can take –
whether you’re a CEO or the General Manager.

Here are some of the best ways on how you
can attain a high quality call center
monitoring process:
Focus on Agents’ Growth
Agents are the lifeblood of any call center firm. Without the agents, there will be no business.
Many contact centers are busy implementing productivity strategies, thus forgetting the overall
situation of agents. If you want to monitor the effectiveness of your agents, you need to shift
your focus to their growth. Find out their strong metric factors and the negative things that are
pulling them down. Team leaders and supervisors must be keen enough to figure out who are
growing beyond their capabilities, and who are lagging behind. Agent growth can be measured
through a wide range of automated office tools.

Create a Solution-Oriented Paradigm
Call centers are built to provide solutions to all customers. All agents in your contact center must
be determined enough to deliver the best solution in every call they’re handling. Proper call
monitoring can be implemented if you have a solution-oriented paradigm. This is possible
through the creation of advanced training programs and “productivity huddles.” Of course, a
solution-oriented paradigm is only possible if you have reliable data at hand.

Understand Every Team’s Strong and Weak Points
Every contact center team has its own unique culture and atmosphere. It’s a small system within
a larger system that makes the contact center successful. Therefore, it’s important to understand
the nature of each team. Once you can monitor all teams’ strong and weak points, you can apply
the right strategies for boosting effectiveness. Aside from that, you’ll also know who can become
the future leaders in every team.

Observe Contact Center KPIs Properly
KPIs or Key Performance Indicators are very important because they can give measurable data
points that’ll help you gather insights about your agents. Aside from agents, proper monitoring of
KPIs will let you gauge the performance level of the contact center. Some of the KPIs that must
be monitored closely are AHT, first call resolution, call quality monitoring systems, transfer
rates, phone etiquette, and professionalism. In order to track down site-wide KPIs properly, you
can use advanced call center monitoring tools.

Monitor Customer Feedbacks
Usually, after every call, the customer will get the chance to answer a performance survey or
share their own feedbacks. If they’re not satisfied with the service given, the feedbacks will show
up in the KPI-monitoring platform. For greater accuracy, you should only use a reliable call
monitoring tool. By doing so, you can eliminate unnecessary data errors and other
inconsistencies. Focusing on customer feedbacks is a productive strategy because you can gather
firsthand and authentic data.

Create Team Empowerment Programs
Team empowerment programs are important because they can raise the engagement level of
everyone. Through these programs, you can pinpoint the stellar agents and assign them to guide
the low-performing ones. Moreover, the programs can be used to gauge the efficiency levels of
different teams within the contact center. Team empowerment programs can be different from
training programs since they’re a bit informal and relaxed. In some cases, empowerment
programs can be team lunches or basic meetings.

Constantly Guide Star Performers
Star performers in every contact center can take care of their own metrics and working standards.
However, this doesn’t mean that call center achievers will be allowed to formulate their own
rules. By guiding the star performers in your company, you can monitor them closely and
determine their substantial metrics.

Design a Proactive Meritocratic System
What’s the best way to motivate agents aside from an increased pay scale? You can start with
numerous incentives and rewards. A proactive meritocratic system will reward hardworking
agents, bolstering their morale. Through the use of a flexible rewards system, agents will become
more transparent and responsive with your call center call monitoring process. As a bonus,
happy agents will, in turn, bring positive change for the call center.

Maintain Communication Lines Open

To attain high-quality call center monitoring standard, you need to maintain your communication
lines open. Is an agent having difficulties with all of his calls? In that case, you should check the
metrics from your KPI-tracking platform and figure out your next move. Remember, data
precedes communication. Once you’ve communicated with the agent, you now have fresh data
that can be used for further evaluation. Also, you’ve helped the agent realize that his superiors
are always open for suggestions and work-related discussions.

Invest in Quality Assurance Overhaul
The QA process of every contact center measures the performance levels of all agents. Every
now and then, the QA department encounters many problems related to monitoring, productivity
levels, and insight accuracy. These problems can lead to greater issues which can hinder the
overall growth of the company. You can stay ahead of these problems by overhauling the
processes of your QA department. Before doing so, you need to meet up with the QA team so
everything is properly coordinated.

Establish a Fun Yet Productive Workplace
While not a direct contributor to better call center monitoring standards, keeping the workplace
fun and productive has its long-term benefits. A fun environment will increase transparency
among agents, keeping the monitoring process easier. Satisfied agents will also work at a better
pace, making KPI metrics highly consistent.

The CallShaper Solution
Whether your goal is to improve your call center call monitoring system or generate more
leads, CallShaper can be the right solution. CallShaper is not just limited to one or two
approaches. Rather, CallShaper is a general framework that can offer long-term solutions and not
mere quick-fixes.
Some of the best services of CallShaper are real-time agent monitoring, predictive dialing
interface, supervisor support platform, lead management system, call listening, performance
reports, and flexible API integration. By utilizing CallShaper, your contact center can properly
implement the best practices for efficient call monitoring.


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