Spreadsheets are the traditional method of maintaining data in a call center. However, inconvenient issues can arise when supervisors need to transfer data from a previous month and incorporate it into new documents. This process can become extremely time-consuming, and it is prone to errors. Also, it’s also very difficult to pinpoint trends in the data and take corrective action when needed.
Automated quality monitoring has become a worthwhile solution for many managers, and especially those who are dealing with large volumes of communications. That’s especially true because the built-in technology often allows for spotlighting a particular month or even looking at data collected during a single day rather than looking at massive amounts of statistics at once.
Improved Data Tracking Generates Better Insights
Some quality monitoring solutions include information-rich dashboards that let you gain a complete understanding of what’s happening when customers call to speak to your agents. Get information about top issues or the number of times employees had to transfer calls to supervisors. You can also learn more about instances of channel switching. It occurs when a customer is trying to do something on line for an example and they are forces to call in, or if an agent has to transfer the caller to another department for further assistance.
Spreadsheets usually don’t tell you all those things, and if they do, extracting the data takes a prohibitively long time. In contrast, a more robust quality monitoring system allows you to gain knowledge with a few clicks of a mouse. Save time and feel more equipped to make wise business decisions based on compiled data instead of just gut instinct.
Keep Quality Levels Consistently High
Whether your call center agents assist with sales or simply provide support, it’s important to remember that the level of service they provide can be thought of as a product itself. When people reach out for help, they expect similar experiences. Otherwise, your organization may develop a reputation for providing inconsistent assistance to callers.
Think about investing in a smart platform that records all calls and analyzes them to detect patterns. It happens automatically and flags communications that require further review. That feature gives you peace of mind and prevents having to listen to all calls manually when assessing them for quality assurance purposes or trying to find out what else your customers are saying about you. Collective metrics can also reveal strengths and weaknesses associated with your agents, which leads to more relevant training and could be helpful when employees need periodic performance reviews.
It’s time to look beyond spreadsheet-based methods of quality monitoring. A dedicated platform could help you meet your goals while reducing hassles related to manual approaches.
This blog is first published on LinkedIn
