How can you monitor call quality in a high-volume call center?

2 Choose your call quality monitoring methods

There are different methods to monitor call quality in a high-volume call center, such as live monitoring, call recording, call scoring, and customer feedback. You should choose the methods that suit your call center size, resources, and objectives. For example, live monitoring allows you to observe and coach your agents in real time, but it can be time-consuming and intrusive. Call recording enables you to review and analyze calls later, but it requires storage and privacy considerations. Call scoring involves rating and grading calls based on your scorecard, but it can be subjective and inconsistent. Customer feedback provides direct and valuable insights from your customers, but it can be influenced by external factors and biases.

3 Use technology to automate and streamline call quality monitoring

Technology can help you monitor call quality in a high-volume call center more efficiently and effectively. You can use software and tools to automate and streamline some of the tasks and processes involved in call quality monitoring, such as recording, scoring, reporting, and analyzing calls. For example, you can use speech analytics to automatically transcribe and categorize calls based on keywords, sentiments, and topics. You can also use quality management software to create and customize scorecards, assign and review calls, generate and share reports, and identify trends and gaps.

4 Train and empower your agents to self-monitor their call quality

One of the best ways to monitor call quality in a high-volume call center is to train and empower your agents to self-monitor their own call quality. This can help them improve their skills, confidence, and performance, as well as reduce the workload and pressure on your supervisors and managers. You can provide your agents with access to their own call recordings, scores, and feedback, and encourage them to listen and evaluate their own calls regularly. You can also create a culture of self-learning and improvement by providing them with resources, tips, and best practices to enhance their call quality.

5 Provide timely and constructive feedback to your agents

Monitoring call quality is not enough if you do not provide timely and constructive feedback to your agents. Feedback is essential to help your agents understand their strengths and weaknesses, recognize their achievements and areas of improvement, and motivate them to deliver better call quality. You should provide feedback to your agents as soon as possible after a call, and use a positive and supportive tone. You should also use specific examples and data from your call quality monitoring methods, and focus on the behaviors and outcomes, not the personalities and emotions. Moreover, you should involve your agents in the feedback process, and ask them for their opinions, suggestions, and goals.