How to Improve Call Center Monitoring

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In Brief...

The best way to improve customer service in the call center is to set up the best monitoring system you can. Monitoring the frequency and type of calls will give you the information you need to make sure you are providing the best call quality. The following tips will help you monitor calls effectively.

Instructions

  1. Analysis – Start by analyzing all calls, not just a random selection. In order to build a strong call improvement system, you need all the information you can get. Analyze calls for length of call, type of questions asked, accuracy of information provided, and level of customer satisfaction.
  2. Business Objectives – Review the company mission statement and understand the business objectives. Now take that information and match it with customer needs. Are you meeting customer needs according to your business objectives? Or are the customer questions about objectives not included in the mission? Does the mission need to be revised?
  3. Monitoring Process – When reviewing the criteria for quality calls, include your staff in all discussions. If the call quality needs to be modified, the staff needs to understand what the objectives are so they can adhere to them.

Author: Janie Sullivan

Janie Sullivan, MBA, MAEd, has been teaching adult learners for over 20 years. She has taught online over 15 years, specializing in writing, communications, and small business applications. Janie directs the Center for Writing Excellence where she offers writing, editing, and formatting services for writers. She has been published in several newspapers and magazines as well as multiple online sites. She teaches communication, business strategy, leadership, and management courses. Janie has published a book "Develop and Deliver an Online Class." This is the third book she has written about writing and teaching online. She also has published a novel and an anthology of short stories.

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