quality monitoring a process of listening to, evaluating, and analyzing interactions between call center agents and/or customer service representatives and the customers or prospects of a company or organization.
The objective of quality monitoring to measure the quality of these interactions and improve them using a set of predefined criteria to achieve various objectives:
- Maintain service quality
- Remedy or anticipate problems
- Identify opportunities for improvement
- Help your team to progress
- Improve customer satisfaction
- Build customer loyalty
- Generate more business
In practice, this involves listening in on certain calls, monitoring electronic exchanges and evaluating responses to customer queries. Historically, these activities were carried out manually, requiring considerable human resources.
Improving the quality of interactions
When a company or organization entrusts the management of its customer interactions to a call center, it is logical to have high expectations regarding the quality of their handling. Whether it is an internal or outsourced center, companies and organizations expect much more than just service delivery, as they are placing their brand image in the hands of call centers.
For call centers, customer service quality is therefore a major distinguishing factor. Implementing effective quality Quality Monitoring is therefore one of the keys to success for these companies.
That's why Cross CX is here to help call centers implement a quality monitoring process that will enable them to meet their customers' requirements.
At the heart of this comprehensive solution dedicated to call centers is the Listener Quality Monitoringplatform.
While quality monitoring not a new field of expertise, in recent years new technologies, particularly artificial intelligence, have reinvented the way interactions between call center agents or a company's integrated customer service department and its customers and prospects are audited. Among the technological revolutions that have transformed the way we think about and carry out quality monitoring is speech analytics. Much more than a solution for automatically analyzing interactions, speech analytics software can be seen as a powerful marketing tool.
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