NobelBiz | Blog Quality Monitoring: Achieve exceptional call quality in 5 steps Published on 09. August 2022 Call center quality monitoring is critical to a call center's seamless functioning and is integral in providing an exceptional customer experience. Agents need to be well-trained and capable of delivering the necessary client satisfaction. It is also critical to understand what your customers think of your service and how you engage with them to discover the weak areas and potential remedies. What exactly is call quality monitoring, why is it necessary, and what measures should you take to execute it effectively? Here are the answers: What is Quality Monitoring? Quality monitoring is more than just checking a few boxes and positively interacting with clients. It necessitates a thorough qualitative examination of how contact center agents and consumers interact. It's not simply about determining if a call was good or bad and how the agent handled it. But it's more about perspective! You may need to monitor 10 or 20 client calls simultaneously to grasp the larger picture. Several calls might be handled by the same agent or revolve around the same subject. This will help your agents to choose when and how to act, if necessary. As a result, the benefits of overseeing the quality of a contact center are considerable. It gives you a clearer view of how your agents interact with clients. And, maybe more crucially, places where you can strengthen recruit training and run your campaigns more efficiently. How does Call quality monitoring work in a call center? Call quality monitoring helps in the early identification of a problem. A call quality monitoring solution will provide a complete 360-degree view of the call. It will also assist in analyzing the number of calls that are dropped or the call duration that is wasted. The call monitoring solution will help the call center employee quickly identify and fix the problem. The call quality monitoring solution will also allow the customer care professionals to monitor the customer journey from first contact to resolving the problem. A call quality monitoring solution will help the customer care professionals meet the customers' expectations, understand their issues, and quickly resolve them. Some of the benefits of call quality monitoring in a call center are: \tClose monitoring: A call quality monitoring solution gives you precise details of the calls. The calls will be monitored for the entire duration, which will help the customer care professionals check if the customer is satisfied with the experience. \tEarly identification of the problem: Call quality monitoring allows the customer care professionals to monitor calls by tracking the number of missed calls or the time wasted. This will enable them to review the call performance and improve it. \tImproved call quality: A call quality monitoring solution gives you complete control over the customer's experience. It allows you to set alarms and alerts for various aspects of the call. These alarms will help you review the dropped calls and improve the quality of the calls. Call Quality Monitoring and its impact on the customer experience When discussing customer interactions, one of the most frequently discussed subjects is customer experience. It's fascinating to see how quality management and customer experience are intertwined. What is the significance of the customer experience? Aside from the pleasant sentiments, we must recognize that each consumer possesses enormous influence. Of course, we frequently discuss the new paradigm brought forth by social networks, which provides each customer with a voice. However, the true power of the consumer is to go to the competition instantly. The competitive deal is now at your fingers; only a few search engine clicks away. With so many alternatives, customers may go somewhere more efficiently than ever... and they're not scared to do so. This is why providing consumers with a seamless experience has such significant benefits. That is why contact center quality management is crucial. Quality monitoring assists you in maintaining excellence. This way, it contributes significantly to client loyalty. Furthermore, the rebound effect greatly enhances business performance. How can quality monitoring improve customer experience? Quality monitoring is one of the core functions of a quality management program. It makes sure the clients are experiencing a high level of service. It aims to track and ensure everything is going well in terms of quality performance. Quality monitoring will best understand the clients' performance, including retention rates, satisfaction, and bounce-back rates. In 5 simple steps to ensure exceptional call quality within your contact center Without question, contact centers must thoroughly investigate each conversation to obtain specific information that can be evaluated, understood, shared, and utilized. Only then does the client experience becomes the most critical factor in your success. However, how do you get there? Excellent Quality may be defined into four categories in the context of a call center: \texpected quality: customer expectations about their relationship with the call center \tdesired quality: customer relationship objectives defined by the company and the call center \tthe quality achieved: service produced by the call center \tperceived quality: customer perception of the relationship (customer experience) Let's take a look at the four key steps needed to implement excellent call quality in your contact center: 1. Define your call quality standards Your quality standards and metrics will enable you to assess the success or failure of each client conversation. Without standards, you won't know if you're on track or not. The goal is to divide your customer service into a collection of behaviors, rules, objectives, and benchmarks that need to be met in each engagement. Consider post-transaction consumer mood, employee engagement, and product/service efficacy. It would help if you also incorporated it into your quality standards. Business standards that establish a documented approach to calling QA and ensuring higher performance, there are a few questions that need to be answered, including: \tDid the agent identify the customer accurately, especially if it is a critical account? \tWas the call routed to an agent with the necessary skills, knowledge, and experience? \tDid the call software function properly? \tDid the agent adhere to all corporate policies and procedures during the call? 2. Define the KPIs for call quality evaluation \tThe Net Promoter Score (NPS): The Net Promoter Value (NPS) is a frequently used KPI that indicates the intent to recommend. With the question "Would you suggest the product or brand X to your friends and family?" and a rating range of 0 to 10, respondents are divided into three groups: critics, passives, and promoters. \t FCR (First Call Resolution): This is the capacity of a call center agent to solve a client's request the first time and in one go (thus avoiding the customer having to repeat his request). This KPI is an excellent predictor of a call center's performance. It is a useful measure of the team's level of knowledge since it allows for the identification of important areas for improvement. \tAverage handling time AHT: How long does it take your agents to process a call on average? This metric should not be used alone. A quick call is not always a good call. Because some issues may never be resolved. It should, however, be examined in combination with client satisfaction. \tCSAT (Customer Satisfaction): Following an interaction with Customer Service, the customer satisfaction score is a basic but nevertheless significant indication to measure perceived quality: "What is your level of satisfaction?" 3. Create a call quality report Each company has its distinct traits, service level objectives, and priorities. So, don't rely on a conventional listening grid you saw on the internet or utilized at your previous employment. Instead, you should: \tLimit the number of elements evaluated: No need to subject a customer support agent to an examination with 50 criteria for every callback. At most, 5 to 10 criteria are enough. \tConnect your listening grid to your call chart. The evaluation's purpose must suit your brand's goals and strategic decisions. \tBalance the things about knowledge (selling) with those about interpersonal abilities (showing empathy). Better yet, prioritize soft skills to "rehumanize" the connection. \tAlways prioritize your criteria while weighing them. Apply a more significant coefficient on this item than the one for taking leave (or any other!) if you want to systematize the sales bounce at the end of a call, for example. When combined with conversation recording tools and navigation displays, the call analysis report is an efficient tool that maps capabilities and helps agents locate themselves and become aware of their areas for development. Managers may use it to assess performance and prepare appropriate modifications such as coaching, training, and seminars to assist people in growing. 4. Implement monitoring, analysis and improvement tools Several quality monitoring technologies are appropriate for contact center quality assurance. Here are some resources to help you get the most out of your call quality monitoring program: \tCall recording software: Call recording software records all of your calls safely and dependably. Filtering, searching, and replaying calls will be possible for quality assurance, training, and assessment purposes. \tSelf-assessment forms for quality assurance serve as score criteria for phone conversations, emails, chats, text messages, and social media. It is a set of rules and standards that each customer encounter must meet to be considered successful. A QA dashboard can assist you in identifying whether your agents are fulfilling the quality criteria that have been established. \tYou may use text analytics to analyze language and extract information about customer concerns, trends, and important keywords. Text analytics allows you to extract valuable consumer information from real-time text chats. \tEvery discussion with a consumer is automatically analyzed and translated into machine-readable text by speech analytics software. Text analysis and pattern matching are used in speech analytics to classify interactions based on a particular set of criteria. 5. Train agents to improve the customer experience You'll be able to see patterns in agent performance and customer satisfaction by examining agent calls. This data can assist you in identifying knowledge gaps in your contact center so that you can offer better call center training and development to your agents. Finally, quality monitoring and analysis are pointless unless there is a change plan that increases customer satisfaction. Your call quality monitoring program should include tools for managing, tracking, and meeting training objectives. Conclusion Your contact center is crucial to the customer experience (CX). It is a direct line of communication with your consumers. Companies that provide a fantastic client experience use this characteristic to distinguish their brand from the competitors. NobelBiz has over 20 years of expertise in providing comprehensive, exceptional customer experience and tailored solutions to contact centers worldwide. Regardless of size, industry, or activity, our telecommunication services and cloud contact center solution can satisfy the demands of any contact center (Inbound, Outbound, or Mixed). Our customer care team is available 24 hours a day, seven days a week. That is why we are renowned as the industry's promise keepers. NobelBiz Omni+, our Cloud Communication Center Solution, can integrate all contact channels (phone, social media, webchat, and SMS) into a unified platform. This will ensure that your consumers have a pleasant and memorable customer experience. 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