What Does Quality Monitoring Mean in a Call Center?


By definition, the process followed by customer service organizations or customer service departments is used to track an agent’s performance. Quality monitoring goes a long way when it comes to how it benefits a business and what gaps its bridges.

Reputed contact centers adhere to quality monitoring practices to enhance their customer experience. A popular contact center services provider, Call Center Vista serves as a good example of how to raise customer satisfaction rates. Satisfying customer service KPIs go beyond the performance of just a few agents but a customer’s experience with a business.

Quality Monitoring

Quality monitoring is not as simple as answering calls quickly and decreasing call abandonment rates. It goes beyond the simple contact center KPIs. Though call center KPIs and performance metrics are paramount, you will still need to consider the human factors as well.

For instance, you would want to monitor factors like empathy, listening skills, building rapport, and the roadmap taken for the solution. Since such things cannot be monitored against the usual performance metrics, your agents’ training is crucial.

As for the KPIs, adherence to the SLA (service level agreement) for picking up the calls is important. Further, you would want to consider other KPIs like CES (customer effort score) and FCR (first contact resolution rates). Your quality monitoring should include all these aspects to create a solid plan for the future.


Ways to Monitor Quality of Interaction

Sticking only to the standard quantitative metrics is not enough. It is because your customers expect personalized responses that do not sound robotic. A human agent who shows empathy to a customer’s query and listens to the problem and provides the best products/solutions are what they expect.

There are two easy approaches you can take for this purpose. The first one is to conduct mock calls without the knowledge of your team. Observe how they react to the problem you are facing. Also, see how they probe for more information about the problem by asking probing questions. Another way to check the performance is to ask a call center supervisor to listen to a live call and see if the agents adhere to the quality standards or not.

Lastly, if you invested in a smart agent’s dashboard with NLP (natural language processing), the AI can record the sentiment and give you similar insights. Regardless of the method you choose, you can monitor the quality of interaction. Take multiple tests of different agents to understand where the gaps can be. Once you have found your gaps, you can work on bridging those gaps.

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Performance Against KPIs

The performance of agents against KPIs is a more quantitative factor in quality monitoring. But what’s important is to check the performance against the right KPIs. The KPIs can be different based on whether you are running an inbound campaign or an outbound one.

Inbound calls or queries are the ones that customers initiate and your agents are on the receiving end. These calls could be a result of your inbound marketing campaign or customer queries for support. Attending to both types of calls and offering the most fitting answers while maintaining quality is important. First contact resolution and average waiting time are the crucial KPIs of these interactions.


Outbound calls or telemarketing calls are usually targeted cold calls to prospects to market products and services. Average waiting time, wrap-up time, and lead conversion rate are among the important KPIs of such campaigns. Again, agents have to satisfy these metrics.

Actions Against Insights

The data collected from quality monitoring should be used for resolutions and covering the gaps in the service. Such actions can be anything from conducting training to boosting the quality of customer interaction. Also, updating your call center infrastructure and increasing the number of agents could be some other actions you can take.

It is important to know that the process of quality monitoring does not end with implementing the changes. After the new changes are implemented, see how those changes impact the performance. Compare previous stats with the new ones to do so. This way, you can find the most efficient solution to overcome the challenges holding back your performance.

The End Goal

The end goal of quality monitoring is again to enhance the customer experience. But how do you measure it? The KPIs for the overall performance of a contact center include NPS and CSAT scores. You can send the quality survey after interactions on live chat. IVR (interactive voice response) helps you achieve the same for calls.

So, quality monitoring is a crucial part of the whole process of enhancing customer experience.

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