What is Call Center Quality Monitoring?
What is Call Center Quality Monitoring?
Call Center Quality Monitoring is the process of evaluating customer & agent interactions for opportunities to improve customer experiences, agent proficiencies, and uncovering actionable business insights.
Who Does Contact Center QA?
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- Outsourcers specializing in Quality Assurance, Customer Experience, & Call Center QA
- Internal QA team
- Outsourced Call Center Company’s Internal QA Team
- Speech Analytics Software (i.e., Verint AQM)
- Managers & Supervisors
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What Outcomes Should You Expect from a Quality Monitoring Program?
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- Improved Customer Experiences
- Improved Agent/Employee Experiences
- Improved Call Center Efficiencies
- A better understanding of the Voice of the Customer
- Increased Customer Retention Rates
- Identify Customer Needs
- Increased Sales
- Uncover Training Opportunities
- Ensure Compliance across ALL Customer Engagement Channels
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