How to use Call Quality Monitoring in better way?

We provide a Calling feature called “Call Barging” by which you can monitor the live calls for quality and training puposes. Also if you want to know what your customers are saying so that you can improve the customer satisfaction you can use Call Barge. Hence using Call Barging you can monitor and listen to the live calls and gain valuable information about your customers, your products, your agents and your whole of business which your marketing and research team can use for future planning. If you have a robust Quality Assurance program you can really take huge benefits out of our Real Time Call Monitoring feature.

Here is a list of how to use Call Monitoring in more powerful way to improve your customer satisfaction and better implement Quality Assurance measures.

Do positive Call Quality Monitoring

In a first thought your agents will think that this Call Quality Monitoring is a process to find their faults. You can do it in a much more positive way. You can also involve some of your employees in this job and message should go out like it is to witness how the agents learn and grow and also what customers need and how they feel about your company and business rather than how many agents did some flaws. You can involve more employees to give the grading to the calling process then message will go out that it is actually a team effort rather than only a procedure for strict quality measures.

Setup a dedicated team of quality analyst

You can try to setup a dedicated team of quality analyst or quality assurance professionals who can establish a process for Call Barging. Your quality control and assurance team can use different methods for grading the calls and can interact with agents in a positive manner so that they can also learn and grow fast.

Set your Quality Assurance Standards

You can define and set the Quality Assurance Standards to be implemented within your organizations then it will be easy to monitor Call Quality.

Give training to your agents from time to time

You can schedule training sessions of your agents from time to time on regular basis so that they can deliver better results while Call Barging or Monitoring. This will also boost their confidence level which will be good strategy for your company in longer term.

Give prizes to the agents who are best

Your call quality monitoring will be a great success if you reward the best agents from time to time or each month. This will motivate all agents or employees to work hard and maintain Standard of Quality as per you have set for your organization.

Real time monitoring of calls improves customer satisfaction

While monitoring calls your main focus should be how to deliver best customer service so that your customers are satisfied. Hence you should use the research findings of your Call Monitoring to improve upon the customer service.