Call center quality can be measured at different stages of the customer journey, each with its own advantages and drawbacks. Here’s a look at the different phases of quality monitoring:
Real-time Call Center Quality Monitoring
Real-time monitoring allows supervisors to listen in on live calls, providing instant feedback and the opportunity for immediate intervention if needed. This can enhance customer service quality but may also be resource-intensive and create additional pressure on agents.
Post-call Quality Monitoring
Post-call monitoring involves analyzing customer interactions after they occur, offering detailed feedback and targeted coaching opportunities. While it can be valuable for training and compliance purposes, there may be a time lag between the call and the feedback session.
Automated Call Center Monitoring
Automated monitoring uses AI to assess call quality, providing scalable insights across a large volume of calls. While efficient for data analysis, it may overlook human subtleties of communication and require technical expertise for implementation.
Real-time monitoring is beneficial for on-the-job coaching and immediate feedback, particularly for new agents. It can also help supervisors identify and address issues before they escalate.
Recommended Real-time Call Center Monitoring Platforms
Nice inContact
Nice inContact offers features like whisper coaching and barge-in capabilities for real-time guidance, suitable for call centers focusing on training and quality assurance.
Five9
Five9 provides real-time monitoring for cloud contact centers, ensuring consistent high-quality service. However, the platform may be overwhelming for smaller contact centers.
Post-call monitoring allows for in-depth analysis and long-term improvement, making it suitable for personalized evaluations and identifying trends across the team.
Recommended Post-call Monitoring Platforms
CallMiner
CallMiner specializes in conversation analytics, offering tools for performance evaluation and progress tracking.
Verint
Verint’s post-call analysis suite focuses on identifying coaching opportunities and operational improvements, providing a comprehensive solution for contact centers.
Automated monitoring is ideal for handling high call volumes efficiently, providing a comprehensive overview of quality trends and freeing up time for strategic initiatives.
The most effective monitoring approach combines all three types of quality monitoring to leverage their respective strengths and address different use cases.
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