Tips To Create Call Quality Monitoring Program
Recording calls is an important step in the quality monitoring process. The supervisor should be able to replay a call. It is important for the agent to listen to their own calls subsequently for self-assessment.
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Step 4: Define Interaction Structure
Outline the structure of a successful interaction by defining the elements in a call. All calls will, at minimum, have three phases: a greeting, the problem-solving or request-handling step, and a closure. Within that structure, define the behaviors, or elements, that create desired outcomes with customers. Create a flow diagram of a typical interaction.
Step 6: Create Quality Monitoring Process Map
Create the process map for your quality monitoring program. The documents describes roles and responsibilities of people, and what tools and techniques will be used.
Was the processs standard greeting used?
Was the problem diagnosed ?
Was the customer listened to patiently?
Are questioning skills to resolve the call effective?
Were available resources used effectively to resolve the call
Was the follow-up action to be taken after the call conveyed properly?
Were call closure guidelines adhered to?
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