Quality monitoring involves all of the media coming into your center – calls, e-mail, text chat, and fax. Quality monitoring provides feedback on the quality of customer care, and supports continuous improvement in business process design and agent skills. As your contact center becomes increasingly strategic, the quality of agent interactions with your customers must also increase.
We can help you develop quality monitoring programs that support your business objectives as well as the development needs of your agents. We jointly establish performance standards for each contact media, and develop scoring systems that can be applied consistently across channels.
Our quality monitoring process results in dual paths for feedback and action. One path is geared toward improving your organization — training, processes, information access, and communication. The other is geared toward coaching individual agents. Both result in concrete action plans that raise the quality of your service.
If you are interested in learning more about how we can help you develop an approach to quality monitoring, contact us.