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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 e-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 e-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. |
