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2 essential tips on improving Call Quality Monitoring


Call quality monitoring is the evaluation of the call between a customer service provider’s employee and the customer. The monitoring is done in order to upgrade customer service, revenue, call handling, and many other features. A (quality assured) qa call center is a center where they lay importance to call monitoring. Two essential tips to improve your call quality monitoring are as follows:

1.    Create a checklist

After regular quality monitoring, it is essential that you create a checklist. This checklist should include all the shortcomings of your services and the exact things which you need to improve.  Making a checklist allows agents to see more vividly what is the reason for the occurrence of the issues is. They can suggest their own ideas on how to solve the problems. 


When the agents come up with solutions, it indicates that they are themselves improving and understand the customer-agent relationship by heart. This helps in improving future calls as well as increase the efficiency and productivity of the agent’s part.

2.    Different Call Types will have Different Quality Forms

Not all the calls that come are the same in nature. Every one of them handles different situations and they need different solutions. In order to monitor the calls efficiently, the calls need to be categorized first according to their requirements, nature of the solution, etc. Monitoring every call in the same pattern will hamper the quality check of the calls. Furthermore, different people who are specialized in handling particular calls should be given those calls only to monitor.

Monitoring calls can be hectic at times as it does not only mean to listen to a conversation between two people. It is more than that and has lots of technicalities attached to it. Many companies these days hire call quality monitoring service providers to do this work on their behalf. This is partly, because they are experts in this field and partly, because it is a hectic job.   

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