A Definitive Guide to Call Quality Monitoring
It’s a phrase we’ve all heard. “This call may be monitored for training purposes.”
There are a number of important reasons why call quality monitoring matters. If your business has a call center, then it’s something you need to have in place.
What exactly does good call quality monitoring look like, however?
Read on as we take a look at some important tips for doing call quality monitoring the right way.
Have a System
One of the biggest mistakes that businesses make is to just randomly eavesdrop on employees’ calls with no clear system.
Listening to calls at random may catch some important mistakes or find some examples of good practice. Your chances of this happening are much reduced, however.
There are other downsides. You may drop in on a call to hear something that would make an excellent training example, whether positive or negative. If you’ve just dropped in at random, you may be too late to record the call to use in your training.
You might even want to consider recording all calls, and then monitoring a sample of those so that you ensure you don’t miss anything.
One-on-One Feedback
It’s no use monitoring call quality if you don’t use what you’ve learned to improve performance.
The best way to do this is one-on-one feedback. It’s all very well feeding back trends to all of your employees, but personal feedback can help take each employee to the next level.
It also makes them feel like they are important to your business, rather than just a cog in the machine.
Acknowledge Success
Another important thing to keep in mind is that bombarding your employees with examples of what they have done wrong isn’t going to motivate them.
You need to acknowledge examples of good practice. You should also consider sharing good examples with your other employees. Not only will this make the employee in question feel valued and noticed, but will benefit the whole group.
Call Quality Isn’t Just About Your Employees
When someone calls your call center, the responses of your employees aren’t the only thing they’ll notice.
If the audio quality of the call is poor, it’s going to be a frustrating time for everybody. When monitoring calls, you need to keep in mind the audio quality too.
By ensuring you partner with a good 3CX VOIP provider you can be certain that you’re getting great call quality.
Make Use of Your Agents’ Expertise
Finally, there is a group of people who have a huge amount of expertise in handling calls: your call center agents.
If you’re not making use of that expertise, then you’re wasting a valuable resource. By including your employees in the discussion about how to improve call quality, not only are you making them feel empowered, but you can also get some insights that you may never have considered.
Monitoring Call Quality Is Important
For many businesses, improving call quality can make a significant difference to the success of their business. For that reason, call quality monitoring is something that should be taken very seriously. Hopefully, this article has given you some useful tips.
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