What is Call Centre Quality Monitoring and Why is it Important?

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What is Call Centre Quality Monitoring and Why
is it Important?
Riddhi Corporate Services Limited
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This call may be monitored for call centre
quality assurance. It's a familiar line for
anyone who has ever called a contact centre -and
for good reason. When it comes to maintaining
high customer satisfaction scores (CSat), call
quality monitoring is an essential component.
Riddhi Corporate Services Limited
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Contact Centre Solutions
Quality management can also be a great way to
spot gaps in the skill set of call centre agents
so can address them head-on with specific
training. The majority of Contact Centre
Solutions follow some type of quality management
strategy, but many of them fall short in certain
key areas. Our comprehensive guide to Call centre
quality monitoring will help you fill in the
gaps.
Riddhi Corporate Services Limited
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What is Call Centre Quality Monitoring?
The call centre quality monitoring process refers
to any action or strategy that a management team
uses to assess agent performance in a contact
centre. For a full understanding of what call
centre quality monitoring is, it is important to
first understand what high-quality calls should
sound like.
Riddhi Corporate Services Limited
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A few key attributes are

• Quick call answer time
• A friendly and warm greeting
• Active listening by the agent
• Clear communication
• Effective questioning
• Fast handling and resolution time
• No or low transfers

Riddhi Corporate Services Limited
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Why is Quality Monitoring so Important?
Keeping customers happy is the core mission of a
call centre. Your contact centre will be able to
provide a better customer experience if you
constantly assess and evaluate your customer
interactions. This will increase the chance that
your customers will recommend your contact centre
to others. In order to achieve impressive CSat
scores, all contact centres should make sure
their agents are providing seamless and helpful
service to every customer. It is more likely that
CSat scores will improve and remain higher over
time when call centre managers properly monitor
phone calls (and other contact channels).
Riddhi Corporate Services Limited
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Note, that understanding agent performance on an
individual basis is also crucial to employee
engagement and growth. In the long run, authentic
customer interactions are facilitated if agents
consistently deliver top-notch customer service,
which leads to greater engagement and happiness
at work.
Riddhi Corporate Services Limited
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FACT
According to Microsoft, the customer service
experience helps inform the decisions of 90 of
Americans about where to do business. The quality
of your customer service is essential to the
health of your contact centre Solutions.
Riddhi Corporate Services Limited
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Contact Us
Website www.riddhicorporate.co.in
Mail sales_at_rcspl.net
Riddhi Corporate Services Limited
Phone No. 91-7804040404
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