Best Practices for Quality Call Center Monitoring
HERE ARE SOME OF THE BEST WAYS ON HOW YOU CAN ATTAIN A HIGH QUALITY CALL CENTER MONITORING PROCESS: CallShaper, LLC 5009 Honeygo Center Dr Ste 205 Perry Hall, MD 21128 1-888-276-1370 info@callshaper.com www.callshaper.com
HERE ARE SOME OF THE BEST WAYS ON HOW YOU CAN ATTAIN A HIGH QUALITY CALL CENTER MONITORING PROCESS:
CallShaper, LLC
5009 Honeygo Center Dr Ste 205 Perry Hall, MD 21128 1-888-276-1370 info@callshaper.com www.callshaper.com
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<strong>Best</strong> <strong>Practices</strong> <strong>for</strong> <strong>Quality</strong> <strong>Call</strong> <strong>Center</strong><br />
<strong>Monitoring</strong><br />
Keeping a contact center in good shape can be an overwhelming task. There are hundreds of<br />
parameters that you have to maintain, such as office infrastructure, agent metrics, technical<br />
issues, company expenditures, and other related processes. Focusing on the improvement of your<br />
call center call monitoring process is one of the big, attainable steps that you can take –<br />
whether you’re a CEO or the General Manager.<br />
Here are some of the best ways on how you<br />
can attain a high quality call center<br />
monitoring process:<br />
Focus on Agents’ Growth<br />
Agents are the lifeblood of any call center firm. Without the agents, there will be no business.<br />
Many contact centers are busy implementing productivity strategies, thus <strong>for</strong>getting the overall<br />
situation of agents. If you want to monitor the effectiveness of your agents, you need to shift<br />
your focus to their growth. Find out their strong metric factors and the negative things that are<br />
pulling them down. Team leaders and supervisors must be keen enough to figure out who are<br />
growing beyond their capabilities, and who are lagging behind. Agent growth can be measured<br />
through a wide range of automated office tools.<br />
Create a Solution-Oriented Paradigm<br />
<strong>Call</strong> centers are built to provide solutions to all customers. All agents in your contact center must<br />
be determined enough to deliver the best solution in every call they’re handling. Proper call<br />
monitoring can be implemented if you have a solution-oriented paradigm. This is possible<br />
through the creation of advanced training programs and “productivity huddles.” Of course, a<br />
solution-oriented paradigm is only possible if you have reliable data at hand.<br />
Understand Every Team’s Strong and Weak Points<br />
Every contact center team has its own unique culture and atmosphere. It’s a small system within<br />
a larger system that makes the contact center successful. There<strong>for</strong>e, it’s important to understand<br />
the nature of each team. Once you can monitor all teams’ strong and weak points, you can apply<br />
the right strategies <strong>for</strong> boosting effectiveness. Aside from that, you’ll also know who can become<br />
the future leaders in every team.
Observe Contact <strong>Center</strong> KPIs Properly<br />
KPIs or Key Per<strong>for</strong>mance Indicators are very important because they can give measurable data<br />
points that’ll help you gather insights about your agents. Aside from agents, proper monitoring of<br />
KPIs will let you gauge the per<strong>for</strong>mance level of the contact center. Some of the KPIs that must<br />
be monitored closely are AHT, first call resolution, call quality monitoring systems, transfer<br />
rates, phone etiquette, and professionalism. In order to track down site-wide KPIs properly, you<br />
can use advanced call center monitoring tools.<br />
Monitor Customer Feedbacks<br />
Usually, after every call, the customer will get the chance to answer a per<strong>for</strong>mance survey or<br />
share their own feedbacks. If they’re not satisfied with the service given, the feedbacks will show<br />
up in the KPI-monitoring plat<strong>for</strong>m. For greater accuracy, you should only use a reliable call<br />
monitoring tool. By doing so, you can eliminate unnecessary data errors and other<br />
inconsistencies. Focusing on customer feedbacks is a productive strategy because you can gather<br />
firsthand and authentic data.<br />
Create Team Empowerment Programs<br />
Team empowerment programs are important because they can raise the engagement level of<br />
everyone. Through these programs, you can pinpoint the stellar agents and assign them to guide<br />
the low-per<strong>for</strong>ming ones. Moreover, the programs can be used to gauge the efficiency levels of<br />
different teams within the contact center. Team empowerment programs can be different from<br />
training programs since they’re a bit in<strong>for</strong>mal and relaxed. In some cases, empowerment<br />
programs can be team lunches or basic meetings.<br />
Constantly Guide Star Per<strong>for</strong>mers<br />
Star per<strong>for</strong>mers in every contact center can take care of their own metrics and working standards.<br />
However, this doesn’t mean that call center achievers will be allowed to <strong>for</strong>mulate their own<br />
rules. By guiding the star per<strong>for</strong>mers in your company, you can monitor them closely and<br />
determine their substantial metrics.<br />
Design a Proactive Meritocratic System<br />
What’s the best way to motivate agents aside from an increased pay scale? You can start with<br />
numerous incentives and rewards. A proactive meritocratic system will reward hardworking<br />
agents, bolstering their morale. Through the use of a flexible rewards system, agents will become<br />
more transparent and responsive with your call center call monitoring process. As a bonus,<br />
happy agents will, in turn, bring positive change <strong>for</strong> the call center.<br />
Maintain Communication Lines Open
To attain high-quality call center monitoring standard, you need to maintain your communication<br />
lines open. Is an agent having difficulties with all of his calls? In that case, you should check the<br />
metrics from your KPI-tracking plat<strong>for</strong>m and figure out your next move. Remember, data<br />
precedes communication. Once you’ve communicated with the agent, you now have fresh data<br />
that can be used <strong>for</strong> further evaluation. Also, you’ve helped the agent realize that his superiors<br />
are always open <strong>for</strong> suggestions and work-related discussions.<br />
Invest in <strong>Quality</strong> Assurance Overhaul<br />
The QA process of every contact center measures the per<strong>for</strong>mance levels of all agents. Every<br />
now and then, the QA department encounters many problems related to monitoring, productivity<br />
levels, and insight accuracy. These problems can lead to greater issues which can hinder the<br />
overall growth of the company. You can stay ahead of these problems by overhauling the<br />
processes of your QA department. Be<strong>for</strong>e doing so, you need to meet up with the QA team so<br />
everything is properly coordinated.<br />
Establish a Fun Yet Productive Workplace<br />
While not a direct contributor to better call center monitoring standards, keeping the workplace<br />
fun and productive has its long-term benefits. A fun environment will increase transparency<br />
among agents, keeping the monitoring process easier. Satisfied agents will also work at a better<br />
pace, making KPI metrics highly consistent.<br />
The <strong>Call</strong>Shaper Solution<br />
Whether your goal is to improve your call center call monitoring system or generate more<br />
leads, <strong>Call</strong>Shaper can be the right solution. <strong>Call</strong>Shaper is not just limited to one or two<br />
approaches. Rather, <strong>Call</strong>Shaper is a general framework that can offer long-term solutions and not<br />
mere quick-fixes.<br />
Some of the best services of <strong>Call</strong>Shaper are real-time agent monitoring, predictive dialing<br />
interface, supervisor support plat<strong>for</strong>m, lead management system, call listening, per<strong>for</strong>mance<br />
reports, and flexible API integration. By utilizing <strong>Call</strong>Shaper, your contact center can properly<br />
implement the best practices <strong>for</strong> efficient call monitoring.