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Call monitoring, also known as
quality monitoring, is crucial to a call center's success. It gives the organization
an idea of how well the center is meeting its customer service objectives.
If you are starting a new quality monitoring program or redesigning your
existing program, you should apply the Quality Monitoring Toolkit.
This is currently the only available guide for designing an overall program for contact
monitoring of all media types.
A critical component of any quality monitoring program is the
scorecard and criteria for agent evaluation. A quality monitoring scorecard based on the
benchmarking results collected from 250 companies can be found in the Call Center Best Practices
Benchmarking Reports.
If you are implementing a new call monitoring program, change
management will be important for your success as a manager and leader of this new
initiative. You should create and implement a change management plan to avoid productivity
loss and negative reaction to your new quality monitoring process.
A tutorial series on call monitoring is also available
highlighting the benefits and methods.
Benefits
Methods
Need help? Ask
an analyst
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Quality
Monitoring Toolkit
A complete and in-depth guide to implementing or improving a quality monitoring (call
monitoring) program (more information).
Call
Center Best Practices
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Benchmarking results from 250 call centers including integrated scorecard for quality
monitoring.
Find a
Call
Center Business Performance Package to meet your needs and
save 20-25% off the list price!
Monitoring and Measuring Customer Service
- Gary S. Goodman
Change
Management Book
Topics: how to create an effective change management plan, including assessing your
organization's readiness for change and activities for building organizational support and
executive sponsorship.
Monitoring systems and vendor
listing - complete listing of quality monitoring vendors for software and systems. |
