Co-nexus Blog

Five Levels of Quality Monitoring in the Contact Center

Posted by Co-nexus Marketing on June 2, 2017

Levels of Quality Monitoring.jpg

Quality monitoring in a contact center requires strategic planning and execution. There are different methods to ensuring your agents are following proper policies and procedures. A contact center that is using full automation for call recording and performance evaluation allows supervisors to be able to coach, grade and provide effective feedback. In turn, employees stick and the business grows due loyal customers. Let's take a look at the different levels of quality monitoring:

  1. Walk Around Observation - This is the most basic method of quality monitoring. Supervisors walk around the floor observing and giving feedback as needed. The problem with this method is a supervisor can only hear what the agent is saying. To get full disclosure of the conversation, the supervisor needs to hear both sides including what the customer has to say. The other issue with this type of quality monitoring is that a supervisor is managing many employees at once and may miss a key conversation when their attention is with another employee.
  2. Side by Side - Side by side monitoring allows the monitor to sit beside the agent while they are on a call. Similar to walk around observation, the monitor can only listen to the employee's side of the conversation and not the customer's side. Because the conversation is live, the monitor is not able to rewind if they need to review.
  3. Silent Monitoring - Refered to as the practice of managers listening to the agents call from another location. It allows the supervisor to hear the call and take notes for performance reviews later on. 
  4. Record and Review - Recording and reviewing a call gives a supervisor the ability to listen and playback calls for later use. Calls can be recorded through the phone system or software. 
  5. Evaluate Voice and Screen Recording - This is the most advanced method of quality monitoring. By electing to add the screen recording functionality, your agent's desktop activity is recorded as a full motion video and then automatically synchronized with the recorded phone call upon playback. One of the benefits for using this method is having the ability to identify workflow issues to reduce handle time.

Want to learn more? Check out this post on Five Steps to Better Quality Monitoring in Your Contact Center.

 

Topics: Call Recording, Call Center, Quality Monitoring

Written by Co-nexus Marketing

We offer a full range of products and services, including a comprehensive suite of voice products, data networking solutions, managed services and cloud services. Co-nexus recognizes business needs vary and finding the right technology solution is only one part of the equation. Combining the technology with the proper design, implementation and ongoing support gives our clients the best possible return on their investment.

Subscribe to Email Updates

Recent Posts