Call Center Quality Monitoring - Centerserve Call Center Learning Center

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Call Center Quality Monitoring toolkit

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Overview

Table of Contents

Order and Pricing

Brochure (pdf)

This toolkit has been designed to help call center managers and supervisors:

create the best possible quality monitoring program

integrate quality monitoring with hiring and training programs

use industry-proven criteria for evaluating and scoring agents

learn the do’s and don’ts of providing feedback to employees

select the best quality monitoring process for your call center

The Quality Monitoring Toolkit is the most comprehensive guide available for quality monitoring. Whether you are just starting a new program for monitoring contacts or need to overhaul your current call monitoring process, this toolkit provides definitive guidelines and templates for both phone and multi-media contact monitoring. Using research data from more than 400 call centers, the toolkit includes benchmarking results that will make your quality monitoring program a success.

The Lifecycle Model presented in the toolkit provides you with a complete process for call monitoring. This model shows how call monitoring is integral to every part of successfully operating your contact center.

The CD that comes with the toolkit contains slides and diagrams that you can use to create your own internal presentations about the future of your quality monitoring program.

Benchmarking results from more than 400 call centers are used to provide quality monitoring scorecard criteria and recommendations.

This new toolkit is risk free - if you are not 100% satisfied, return it for a complete refund. We are totally confident that this guide will help you improve the performance of your call center.

Full table of contents

In this toolkit, you will find:

Quality monitoring definitions and benefits
Methods and options
Legal concerns and tips
Battling the 'Big Brother' perception
The Quality Monitoring Lifecycle
Survey criteria - what to measure
Sample QM scorecards from benchmarking results
Implementation checklists and guidelines

This toolkit will help you:

Build a quality monitoring program that your agents will support.

Create a complete monitoring process with integrated feedback loops to agents, supervisors, training and hiring.

Develop a quality monitoring scorecard that is not only useful to your agents but also improves your levels of customer service.

Find a Call Center Business Performance Package to meet your needs and save 20-25% off the list price!

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Product guarantee: We are committed to your complete satisfaction. If you are not 100% satisfied with a product, simply return the product for a full refund of the purchase price.