Call Center Quality Monitoring
To GlossaryManaging a successful and profitable contact center requires maintaining an effective quality assurance program. Your callers need to receive top-notch service to resolve their issues. Your agent workflows need to operate smoothly and efficiently.
Eleveo Call Center Quality Monitoring solutions increase revenue and decrease costs. They improve your agent and customer engagement while simplifying contact center optimization.
Benefits of Contact Center Quality Monitoring
Call Center Quality Monitoring programs can directly improve customer satisfaction scores. They also reduce callbacks, and save time and money through improved employee performance.
Maximize Employee Effectiveness
Call Center Quality Monitoring programs can boost the quality of every customer interaction and help your employees achieve their highest potential.
Identify Issues Before They Become Big Problems
Quality Assurance initiatives proactively seek out problems before they escalate. Analyzing customer contacts can identify ineffective agents, defective products and underwhelming scripts before these mistakes damage your performance metrics.
Reduce Employee Turnover
Effective employee engagement recognizes success while addressing failures in a supportive and productive manner. Agents who receive ongoing training report higher job satisfaction and are more likely to stay in their position longer.
Optimize Schedules by Monitoring Workflows
Contact Center Quality Monitoring allows you to be attentive to agent workflows. You can analyze metrics that affect call rates and agent productivity.
Call Center Quality Monitoring Best Practices
1. Capture & Categorize
In any call center operation, monitoring the quality of every customer contact is a complex task. Eleveo’s call center quality monitoring solutions record contact data across multiple channels. They then automatically categorize and tag it according to your unique call center’s KPI metrics.
2. Analyze & Evaluate
All that data is useless if it doesn’t enable you to find what you’re looking for and identify issues early. Eleveo’s Conversation Explorer will allow you to easily review the customer journey using automated processes and search analytics. This helps you stay on top of trends as they emerge.
Finding the Right Software Solution
Ease of Use
The best Call Center Quality Monitoring software will offer an intuitive user experience that is easy to implement and requires minimal training. Eleveo features a visually enhanced user Interface that is easy to deploy and manage, with out-of-the-box dashboards and reports that accelerate the system’s time-to-value.
Appropriate Analytics
Before you invest in a quality monitoring software solution you need to make sure it will align with your operations. Eleveo tracks a long list of call center metrics, allowing you to dig deeper into your data. We monitor a comprehensive list of call center metrics, including:
- Average Handle Time (AHT);
- First Call Resolution (FCR);
- Interactive voice response (IVR);
- Net Promoter Score (NPS);
- Customer Effort Score (CES);
- Customer Satisfaction (CSAT);
- First Response Time (FRT);
- Average Call Abandonment Rate;
- Average Call Wait;
- Repeat Calls;
- Average Silence per Call;
- Channel Mix;
- Agent Adherence to Schedule;
- Agent Occupancy Rate.
Technical Capabilities
When evaluating Call Center Quality Monitoring, make sure you are offered the best available technological solution. Eleveo’s advanced speech analytics offers actionable insights into agent/customer interactions.
It improves CSAT, efficiency and compliance. Eleveo has also developed a proprietary AI platform, called ELIS (Elevēo Live Intelligence System). It consists of multiple AI models that can be used for call center workforce optimization.
Compliance
Any software solution you implement in your call center operation needs to facilitate compliance with all applicable regulations. Eleveo’s solutions are fully compliant with GDPR, CCPA and PCI DSS, allowing you to:
- Archive data by categories to meet multiple regulatory requirements;
- Anonymize, extract or delete personally identifiable information;
- Maintain compliance by offering detailed audit logging for every system action;
- Streamline compliance reviews by offering simplified data extracts.
Scalability
If you are a small contact center, you need to maximize your budget dollars by investing in a solution that can grow with you. And if you’re looking for a large enterprise solution, you need to make sure your software can handle the volume.
Eleveo’s scalable design makes advanced QM, WFM and WFO functionalities accessible even to small contact centers, with On-Premise or Cloud Hosted Solutions and pricing plans that are subscription or usage-based.
Whether you’re an enterprise contact center, cloud contact center, remote or hybrid call center, Eleveo has a solution to fit your needs.