Quality Control with Call Monitoring

What is call monitoring?

Call monitoring or call center monitoring is the practice of monitoring support, sales, and other business calls for the purposes of auditing them. These audits are then used to track and improve the impact of interactions between agents and customers. Call monitoring, typically facilitated with call monitoring software, ensures quality control and helps contact centers understand which areas need improvement.

Zendesk provides out-of-the-box integrations with many leading telephony providers, making it easy to deliver phone support from the same platform agents use for other support channels.

A different approach

There are many solutions companies can use to understand how well their customer service efforts are performing. Customer surveys are a great way for following up with a customer after an interaction, and are helpful for determining the quality of specific interactions. On the other end of the spectrum are Net Promoter Score (NPS) surveys, which are more focused on the long term relationship between customer and company. Both tools are vital for call centers to gain an objective understanding of how their customers feel about them.

However both tools look at interactions after the fact, making it difficult to pinpoint specific moments that work, and ones that need improvement. Since call monitoring captures actual conversations, it is one of the most useful ways to examine specific interactions and learn from them. Doing so correctly will result in improved call quality, customer satisfaction, and agent performance.

Did you know?

Call monitoring is one of the most effective tools for grading agent performance, creating and improving call center strategies, and building training materials. But it needs to be done properly. Here are some call monitoring best practices to make sure companies start on the right foot:
  • Build out a process. Calls monitoring should not be ad hoc. Building a process, including formalized evaluation forms, will lead to more accurate data. Managers can schedule regular meetings to go over evaluation forms and decide on actions plans.
  • Think like a data scientist. Twenty negative call evaluations might seem bad, but what if that’s from a call center that makes thousands of calls? It’s important to factor in an appropriate sample size before drawing any conclusions.
  • Take a comprehensive view of things. Did the customer speak to more than one agent or make several phone calls? If so, it’s important to monitor every conversation, with every agent to get a realistic view of that quality of that customer’s experience.
  • Choose the right metrics. In addition to the content of the phone call, call center management should incorporate important metrics. Not every company is built the same, so different call centers should focus on different metrics. Length of call might be an important metric for some, while others who care more about things like upselling and customer engagement, might be less concerned with the duration of a call.

Time for a solution

Call monitoring should begin as soon as a company offers support over the phone. Otherwise, call centers are essentially working blindly and will have to rely on things like previous experience and subjective observations to craft a phone support strategy. However, the call center that employs call monitoring will gain powerful insights that can almost immediately be put into action.

How Zendesk helps

Zendesk provides out-of-the-box integrations with many leading telephony providers, making it easy to deliver phone support from the same platform agents use for other support channels. Learn more in our app integrations marketplace.

Keep an eye on things with call monitoring

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