Category Archives: Quality Assurance

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. Continue reading

Call Monitoring: The Case for Quality over Quantity

By A.J. Windle is the Director of Client Engagement

People ask me all the time. How many evaluations should be done for an effective call monitoring program in our call center? The mindset is the more evaluations the better. While conceptually that makes sense, listening to more calls doesn’t make your representatives great. In my opinion, it is the quality of the call evaluation, who delivers the feedback to the agent and how the feedback is delivered which impacts behavioral habits. Continue reading

Why use call monitoring in your call center

By Marcia Jenkins, Senior Operations Manager

For Quality Assurance and Training purposes, this call may be monitored… One of the best practices for ensuring quality and consistency of customer experience is to utilize call monitoring.

What is Quality Assurance Call Monitoring?

Call MonitoringWhat is call monitoring? The agents are making calls, a quality assurance analyst listens to live or recorded calls. A top-notch quality assurance analyst ensures the agents have the help and feedback they need to grow and improve on their calls. This reduces turnover on the team and helps ensure a good customer experience.

Call monitoring also provides key info to the client. What are the trends from the customers? What offers are working? Where might the “Script” need to be reworked? A good quality assurance team will provide inside information to ensure a positive ROI. Continue reading

Call Center Monitoring Checklist: Brief is Best

By Heather Dubas, Senior Operations Manager

Call Center Monitoring Checklist

I don’t know about all of you, but I LOVE the buzz of a call center floor! I remember hearing it for the first time after being out of the industry for about 10 years and it was so crazy– I did not realize I had missed it so much until I was standing in the middle of all those busy, energetic agents making calls. Those agents are the front line of any call center and if we don’t have excellent and exceptional agents, then we have nothing to provide to clients. There are some very key processes that your team can follow to ensure that you have the best of the best for agents and having a solid Quality Assurance process for call center monitoring is one of them.

Most call centers have their own Quality Assurance person or team, and some outsource the duty. Either way, the process should not be time consuming and it should be easy to execute by the QA team as well as easy to understand by the agent and client. Here are some reasons why you should develop a QA checklist that is short and concise for call center monitoring. Continue reading

Quality Monitoring Guidelines for Telemarketing Services

By Marcia Jenkins, Senior Operations Manager

Chalk_board_with_do_and_dont_wrote_on_it_with_cup_of_coffee_and_computerIf you have ever been a sales agent in a seat making or taking calls for a telemarketing services company or an outsourced telemarketing company, you have a good idea of what the primary Do’s and Don’ts for Quality Monitoring are. Sales agents know first hand what helps or possibly hinders their improvement. A good frontline telemarketing sales agent wants nothing more than to succeed, so they thrive on that feedback to get better. Here is a list of Do’s and Don’ts for quality monitoring as compiled by the telemarketing sales agents themselves. Continue reading