Best Practices In Call Quality Monitoring...Experts in Customer Experience & Workforce...

E x p e r t s i n C u s t o m e r E x p e r i e n c e & W o r k f o r c e O p t i m i s a t i o n S o l u t i o n s

Best Pract ices In

Call Quality Monitoring

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QUALITY MONITORING VIA RANDOM CALL SELECTION

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Root Cause: Anecdotal

Actionable Insight: X

Sales Opportunity

Service

Billing

Random Call Selection Results...

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Traditional QM Process Challenges...

Efficiency Representative Business Driven

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Coaching every

Agent on a regular

basis

Coaching sessions

delivered on random

subjects

Coaching session are

predetermined

Generic Coaching Challenges...

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Not all Agents need

coaching and this

time can be better

spent

Sessions don’t

address the relevant

business goals

Supervisor can’t

address knowledge

gaps in real-time

Generic Coaching Challenges...

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UNDERSTANDING THE VALUE OF TARGETED CALL SELECTION

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Root Cause: Empirical

Actionable Insight:

Sales Opportunity

Service

Billing

Targeted Call Selection...

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DEFINE

TARGETS

CREATE

QUALITY PLANS

EVALUATE &

MONITOR

Steps To Align QM To Business Goals...

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• AHT, Transfers, Hold time, Talk Time

• Compliance Adherence

• Sales Conversion

• Etc, etc

Targets For Improvement...

Senior Management Agents Team Supervisors

Define targeted KPI’s such as;

And share improvement progress at all levels….

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Centralised end-to-end management of the QM processes

Business Focussed Quality Plans...

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Evaluate And Monitor...

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Harvest Relevant Calls Bespoke Evaluation

Targeted Coaching

The Targeted Quality Management Process...

Ongoing Monitoring

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Automated

Selection

Targeting

Coaching

On-going & Genuine

Evaluations

QM & Business Goals

Alignment

Benefit Summary...

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