What does quality monitoring involve?

There’s more to effectively monitoring quality in a call center than listening in to pick up on problems: this is about consistent focus on customer satisfaction by agents who are skilled in their work.

It’s about training and refocusing agents, offering the enhanced skills they need to best deliver the service your customers need and managers expect. How is this done?

Monitoring calls to ensure uniform customer service

Research and development allow call centers to determine what it is their customers actually want and need. A company’s quality of service and support is part of its identity: a brand’s reputation can influence other customers’ decision to buy from them or not.

Poor customer experiences are enough to prompt them to write reviews and negative posts across social media. A simple complaint about how they have been treated may be enough to leave their friends or colleagues willing to go elsewhere. Before you know it, one bad interaction can cost you any number of prospects.

The entire service quality in a call center should be uniform and consistent. Customers should know the caliber of experience they will receive when they pick up the phone.

This means that certain types of greetings, positive phrases and call structures should be incorporated into every call to make sure a uniform customer service is delivered. A quality department can ensure the necessary factors are present in calls, and ongoing monitoring is key to this.

Ensure agents meet compliance guidelines

Call centers are required to follow specific rules to protect their customers, and the Federal Trade Commission has numerous criteria to which centers must adhere.

These include:

Consenting to call monitoring:

The law dictates that at least one person in a conversation is aware that they are being recorded and agrees to it. In some states, all parties involved has to be informed.

DNC (Do Not Call) registry:

This regulation offers customers a way to opt out of all telemarketing calls by registering their number with an online database. Any call centers that fail to stick to this can be fined.

The Payment Card Industry Data Security Standard (PCI DSS):

This has been enforced since 2006 and provides call centers with a set of standards to follow if they wish to process credit card payments.

Truth in Lending Act: This act stipulates that call centers inform customers about interest rates, terms, late fees and anything else that affects them in relation to loans.