Call Center Quality Monitoring: 10 Tips To Up The Game for SaaS Companies


Quality Monitoring

Like every SaaS company that is passionate about keeping its customers happy, Smith has always stayed on toes to provide the best products to his customers. However, over the past few months, Smith has been unable to make enough profits as the total revenue has gone considerably low.

Worried about this drop, Smith analyzed the entire scenario and found that the only reason behind this drop is lack of excellent customer support. While it is true that both product and customer service go hand-in-hand to ensure any business’s growth and success, Smith was failing miserably at building the right form of customer support system.

Since it’s the customers who generate revenue for any contact center, it is necessary to provide them the adequate support and keep a close check on the factors that might irk them the most using quality monitoring tools.

Quality Monitoring at a call center is one of the most crucial elements that may enable its flawless process execution and success. It not only allows one to provide better feedback to the agents but also helps ensure regulatory compliance, helps one build a better understanding of the company’s values & goals, and above all, identifies the flaws in customer service. The process also encourages effective training of the agents as well as helps align processes with customer expectations.

A quality monitoring process at a contact center can deliver better results by implementing some of the simple tips as mentioned below:

Top 10 Call Center Quality Monitoring Tips

1. Define Quality For Customer Interactions

Quality monitoring at a contact center refers to identifying such calls that fail to meet the predefined quality standards and the root cause of the problem. Ascertaining these factors make it easier for the decision-makers to make better choices and find the best ways to get quicker and faster results.

It is essential to make sure that when a sample is selected for analysis, it is good to evaluate every interaction correctly, thereby, ending the risk of taking any wrong decision.

2. Focus More on Outliers

While evaluating the agents’ performance as part of the quality monitoring process, it is vital to include both the top-performing and low-performing agents. For instance, evaluating the performance of an excellent performer can assist in determining the tricks that work and doesn’t work; the practices that help drive results; and gain relevant insights.

On the other hand, monitoring the low-performing agents can help identify the things to avoid so that it gets easier to improve the overall average of the contact center’s performance.

3. Encourage Self-Assessment

Inspiring the culture of self-assessment can help in improving the overall quality monitoring process. When individuals begin to assess their performances regularly, it is very likely that their self-awareness would improve. Knowing oneself better can then be used as a useful tool to improve the overall quality monitoring process of the organization, thereby, leading to better results.

4. Define Metrics to Measure Customer Satisfaction

Effective quality monitoring can be done by accurately evaluating the metrics related to customer satisfaction. De