Call center call monitoring

Call Center Call Monitoring

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Call Center Call Monitoring

The purpose of the Call center monitoring Department is to make sure that phone agents are facilitating the best possible customer experience through the use of the skills, tools, and policies available to them.

Most QA teams utilize a scoring guideline that allows them to compare behaviors that are observed during calls against a preset standard.  The closer the rep's actions are to the standard the higher the QA score will be and vise versa.

Although the scoring system is not a perfect measure for what constitutes ideal agent behavior, it does provide a guide for acceptable and expected behaviors.  However, the scoring policies must be flexible enough to take into consideration situations that do not fit preset rules.  Scoring guidelines must, for example, allow reps to resolve a customer's issue even if doing so breaks mundane QA policies.

Rep's should be able to concentrate on correcting the reason for the call instead of having to worry about saying the caller's name X number of times, or saying "thank you" at every opportunity.  Such courtesies are appropriate, but only to an extent.

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REFERENCE: CARTOON # 69