Call quality monitoring best practices: Making the case for collaboration

By Marcia Jenkins, Senior Operations Manager

Question: Do your call center agent supervisors and quality assurance analysts partner for success?

Call quality monitoring best practices In this article, you’ll learn why best in class call monitoring is based on collaboration between supervisors and quality assurance analysts. In fact, there are 3 primary components of building collaboration.

Here’s the most common issue. All too often, quality assurance is a remote department rarely seen and never directly heard from. In my experience, a really great call center team works to integrate the feedback to the agents to ensure a consistent message is delivered to the agents. Quality assurance is not on an island or behind closed doors. Quality assurance is part of the team.

If you are hiring an outsource call center provider, I’d advise that before you make a selection be sure the candidate company has a good process for working with the agents. Supervisors and quality assurance staff should work together to drive home your key metrics and ensure all agents are getting streamlined feedback. What the Supervisor is coaching and what the quality assurance says should be in line as they collaborate with each other, the client and the front-line agents. They should be sharing what they hear on call monitoring and working together to get that back to the agents.

Call quality monitoring best practices: Providing consistent feedback must be prioritized

The best call center operations ensure that both supervisors and quality assurance invest the time in each agent to be successful. Time is hard to find, but at the best call center, operations make it a focus. Finding time up front saves time in the long run. It helps when our efficiencies and performance expectations are aligned. When call monitoring feedback is provided to the supervisors and to the broader team it helps ensure that everyone is aware of what is working and what is not working.

Call quality monitoring best practices: Celebrate the improvements

Great call center service providers know that along with collaboration and investing time, we must also take time to celebrate! A good call center will have good incentive programs to keep the agents engaged and working to potential! Working on the phones all day every day can be a grind. Agents knowing that when they are successful or display something, they recently were coached on will be celebrated makes it special! It can be monetary, a physical prize or recognition of a job well done but celebrating matters! I recommend giving your quality assurance team a budget for the prizes and incentives to utilize as tangible recognition for the front-line team.

Quality Contact Solutions has the best team around and that team extends to our owner-operated call centers. We know what to look for and how to meet your contact management services goals. If you’re looking for a team that has the ability to work collaboratively, celebrate personal bests and provide a great experience for your customers, give us a call at 1-866-963-2889 and press 1 for sales. Or email me at [email protected]

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Marcia Jenkins is the Senior Operations Manager for Quality Contact Solutions. Prior to joining Quality Contact Solutions, Marcia was a sought- after 10-year call center veteran with the ability to manage and sell. Marcia is responsible for the day to day operations for the At Home Division. QCS At Home is a work-from-home telemarketing and call center solution focused on business to business outbound telemarketing, test-bed projects and special programs which are typically not well-suited for the traditional brick and mortar call center.