Customer experience is more important than ever. It is everything that determines the success of your organization and your products or services. With a well-functioning contact center, you can respond ever better to your customer’s needs. This will make your customer contact efficient, affordable and profitable. Time-consuming? Not if you do it right.

Cumbersome quality monitoring creates pressure

Today, team coaches within a contact center have many different tasks. Real time for quality monitoring often slips away. If this quality monitoring is organized in a cumbersome way, it only adds to the pressure. Yet good quality monitoring brings many advantages.

Benefits of quality monitoring

1. It helps you track an employee’s progress and you can tailor your coaching calls and training to the employee’s level and needs.

2. It allows you to give your employees targeted feedback – both positive and constructive.

3. It clarifies which topic is important to multiple employees, so you can organize a group training or e-learning for that.

4. It gives you tools to assess and coach all employees in the same way on targeted topics. This motivates your employees to improve and prevents staff turnover.

The added value of smart quality monitoring

Of course, you can spend entire days sitting next to your employees listening in on conversations and filling out forms. That only creates more pressure. By choosing a smart solution that makes use of artificial intelligence and also integrates the world of quality monitoring with the world of customer research, you make things a lot easier for your coaches. With Quality Monitoring from Contact Center Live, you offer your agents the right tools to continuously improve. Here are six of the pluses in a row.

1. Depending on department, employee profile or brand and label, you can create one or more assessment forms, in which you can assign a weighting factor for each question.

2. As a coach, you get access to your own portal where you can easily evaluate, play audio files and track results.

3. Coaches – or team leaders, management and supervisors – can assess their agents’ conversations based on call recording and assessment forms. This can be done while completing the assessment form. These ratings can be qualified between evaluators, so that you have one yardstick for all coaches and all agents are evaluated uniformly.

4. After completing the assessment form, you can send it directly to the employee in preparation for the coaching interview.

5. Whether you work with several call centers or a single one, all results come together in a clear reporting module, within which you can easily distinguish between quality results of departments, teams or even different locations and external partners.

6. Because the process is clearly structured, you increase the number of conversations

Want to know more?

Our Quality Monitoring is a solution that pairs independently of your contact center solution with Contact Center Live’s Quality Monitoring. Want to know more? Please feel free to contact us. We will gladly work with you to find the ultimate solution for your organization. Want to get acquainted first? Stay informed by signing up for our newsletter.