Why Aren’t You Using Quality Monitoring?

I come across people in my training classes all of the time who are not doing any sort of quality monitoring of their contact center agents and it completely baffles me. Now, when I say “quality monitoring”, I mean some sort of recording and scoring of the agents’ interactions with your customers. There are so many justifications for it, such as allowing the agents to actually hear what they sound like when speaking to customers, that it seems monitoring would just be an obvious thing to do and yet so many companies don’t.

Is it a financial thing? Perhaps the right reasons aren’t being given to convince those who hold the proverbial purse strings to invest in call recording  software  to handle monitoring.

Several typical reasons for conducting quality monitoring are:

  • Improve customer care practices and workforce performance.
  • Supervisory oversight. Intervene proactively with live interaction monitoring.
  • Supplement training programs both for on-site and remote users with interaction recordings.
  • Determine where processes may need to be updated or revised to work better.
  • Unequivocally verify sales orders and resolve potential disputes.
  • Mitigate the risk of possible regulatory fines and legal costs.
  • Security. Know your customer information and recordings are protected and secure.

Here are a just few more reasons that I’ve been given by students in classes:

  • Agent retention. Using quality monitoring in agent development often  leads to agent retention since they are empowered to perform better.
  • Customer Satisfaction. Listening to what your agents are saying, allows you to standardize responses so that you can control  how your customers are being treated.
  • Improved training. Using actual customer interactions during a training exercise allows you to better train your agents to deal with real scenarios. .
  • Improved performance. Agents are inspired to fine tune their performance if it is tied to incentives such as pay, bonuses, rewards, and recognition.

So tell me, what’s holding you back from doing quality monitoring? I really do want to know!

Thanks for reading!

~Shanti Lall

Shanti Lall

Shanti Lall

I came to Interactive Intelligence in 2010 as an operational trainer for the Education department. For about a decade before that, I worked in a contact center, where I started out as a line-level agent taking customer service calls. I worked my way up to team lead, supervisor, and finally, project manager. I was doing quality management with a circa 1982 tape deck in a spare office with a speaker phone and workforce management in an Excel spreadsheet with about 5 billion lines of formula. Eventually we upgraded and brought in Interactive Intelligence. When I’m not training people who can relate to my former life, I’m traveling with my family.