What is the best way to improve your call quality monitoring program?

1 Define your quality criteria

The first step to improve your call quality monitoring program is to define what quality means for your call center. You need to establish clear and consistent criteria that align with your business objectives, customer expectations, and industry best practices. These criteria should cover both the technical and behavioral aspects of the call, such as call handling time, first call resolution, customer satisfaction, empathy, professionalism, and compliance. You should also prioritize the most important criteria and weight them accordingly in your scorecards.

2 Train and calibrate your evaluators

The next step is to train and calibrate your evaluators, who are the ones who listen to and score the calls. You need to ensure that they have the necessary skills and knowledge to assess the calls objectively and accurately. You should also provide them with regular feedback and coaching to improve their performance and reduce any bias or inconsistency. Moreover, you should conduct calibration sessions with your evaluators, where you listen to the same calls and compare your scores and comments. This will help you identify and resolve any gaps or discrepancies in your evaluation process.

3 Sample and analyze your calls

The third step is to sample and analyze your calls, which are the sources of data and insights for your call quality monitoring program. You need to select a representative and sufficient sample of calls that reflect the diversity and complexity of your call center operations. You should also use a variety of methods to collect and analyze your calls, such as manual, automated, or hybrid approaches. For example, you can use speech analytics software to transcribe, categorize, and score your calls based on keywords, phrases, or sentiments. You can also use customer feedback surveys to measure their satisfaction and loyalty after the call.

4 Provide feedback and coaching to your agents

The fourth step is to provide feedback and coaching to your agents, who are the ones who deliver the service and interact with the customers. You need to communicate the results and findings of your call quality monitoring program to your agents in a timely and constructive manner. You should also offer them personalized and actionable suggestions on how to improve their skills and performance. Moreover, you should create a culture of learning and development in your call center, where you encourage your agents to seek feedback, share best practices, and participate in training and coaching sessions.

5 Monitor and measure your results

The final step is to monitor and measure your results, which are the indicators of the effectiveness and impact of your call quality monitoring program. You need to track and evaluate the key metrics and outcomes of your call quality monitoring program, such as quality scores, customer satisfaction ratings, agent retention rates, and revenue growth. You should also compare your results with your benchmarks and goals, and identify any trends or patterns that can help you optimize your program. Furthermore, you should celebrate your successes and recognize your achievements, and use them as motivation and inspiration for continuous improvement.