CHALLENGES
SALES, CHURN, QUALITY, CUSTOMER EXPERIENCE
Go directly to your challenge
01
Quality of speech
02
Customer experience
03
Sales and upselling
04
Reducing churn
FEATURES
DRC, Desk Officer or Supervisor
Access the modules relevant to your role
01
Voice of the customer
02
Quality Monitoring
CUSTOMERS
Information
Practical information on Batvoice and Speech Analytics
01
What is Speech Analytics?
02
Who we are
03
FAQ
04
RGPD Policy
ResourcesJOIN US
Demonstration
Posted on 
October 21, 2024

What is Quality Monitoring?

In a world where competition is fierce and customer expectations are constantly evolving, offering exceptional customer service is no longer an option, but a necessity. Companies must not only meet their customers' needs, but also anticipate their expectations to remain competitive.

It is in this demanding context that Quality Monitoring takes on its full importance. A true pillar of operational excellence, quality monitoring enables you to measure, analyze and continuously improve the quality of your customer relations.

But how do you set up an effective quality monitoring system? What are the essential tools and best practices to adopt? Dive into this article to find out how to transform your customer service into a real driver of satisfaction and loyalty.

Definition and importance of Quality Monitoring

Quality monitoring is a key element in quality management. It involves assessing and measuring the quality of interactions between advisors and customers, or within a product or service. This helps maintain high standards of performance and customer experience.

Quality monitoring offers several important benefits for a customer relations center:

  • Optimize operational management of teams: By assessing team performance in real time, quality monitoring enables the rapid detection of opportunities for improvement. This facilitates informed decision-making to adjust operational strategies and improve overall team efficiency.
  • Ensure regulatory compliance of customer discourse: By recording and analyzing customer interactions, QM helps to verify that advisors comply with internal regulations and policies. This reduces the risk of non-compliance and avoids potential sanctions, while ensuring clear and consistent communication with customers.
  • Support advisors' skills development: Thanks to the data collected, it is possible to provide precise, personalized feedback to each advisor. This feedback makes it possible to identify areas for improvement and offer coaching sessions and targeted training to help agents deliver high-quality customer service.‍
  • Contribute to quality assurance: By providing valuable data on performance and interactions, quality monitoring helps identify trends and recurring problems throughout the customer journey. This information can be used to adjust company processes and strategies, contributing to continuous improvement in service quality.

Quality Monitoring 2.0: Go from 0.1% to 100% of recorded calls analyzed

Find out how to digitize your QM processes to obtain a complete, rapid and representative assessment of your customer interactions.

‍

What criteria should be used to evaluate calls?

Defining clear and precise criteria for evaluating your calls will enable you to judge the quality of your call center's customer interactions. There are several common criteria to consider in order to ensure a quality customer experience, such as :

  • Average processing time (APT): An assessment of how quickly an agent can handle a customer request.
  • Appropriate language and tone of voice: Using relevant, clear language and a steady voice is essential for building trust and conveying a good brand image.
  • Ability to reassure the customer: You need to assess how an agent can allay customer concerns.
  • Active and attentive listening: The agent must show empathy and pay attention to customer needs to improve customer satisfaction.
  • Interaction management: An agent's ability to direct conversations effectively is crucial to obtaining the information needed from the customer to meet his or her needs.
  • Effective questions: Asking the right questions and getting straight to the point shows the agent's competence and ability to maintain service consistency.

How do you set up an effective Quality Monitoring process?

infography of how to implement a quality monitoring process in a call-center

Step 1: Define clear objectives

To begin with, you need to define clear objectives , linked to your business needs and customer expectations. These may include improving customer satisfaction, reducing errors, or reducing processing time.

Be specific about what you want to achieve.

For example, aim for a 15% improvement in customer satisfaction in six months. This guides the team and aligns efforts with measurable results.

Step 2: Identify the KPIs to track

Choose the KPIs that best reflect the effectiveness of your customer service. KPIs such as first contact resolution rate, customer satisfaction(CSAT) and mean time to resolution are examples.

These KPIs will serve as measures to assess your progress and adjust your Quality Monitoring strategies. Make sure they are consistent with your previously defined objectives to simplify measurement and monitoring.

Step 3: Train and involve teams

Training your teams, both managers and agents, is essential to achieving and maintaining high quality standards. Implement ongoing training programs to improve their skills. Training should cover the use of tools, understanding of KPIs and communication and sales strategies.

By involving teams in the process, you reinforce their commitment. This increases the chances of success in your Quality Monitoring initiatives.

Step 4: Establish call evaluation grids

Develop listening grids to monitor the quality of your telephone interactions. This includes criteria such as communication efficiency, problem resolution and compliance with protocols.

These grids serve as a calibration tool to ensure consistency and objectivity in call evaluation. They also help to target agent training and coaching needs.

Step 5: Set up a data collection system

Regular, accurate data collection is crucial for quality analysis. Organize a systematic process for collecting data from different channels such as calls, e-mails and chats.

Use technologies that can store and sort this information, such as Batvoice AI, which transcribes and analyzes all recorded calls from your contact center to assess the quality of your customer interactions.

Step 6: Analyze the data collected

Based on the data collected, carry out in-depth data analysis to identify trends and areas requiring improvement. This helps you to identify and understand quality problems in your services before planning corrective actions.

Use this information to implement proactive improvements within your customer service department to boost performance and efficiency.

Step 7: Implement corrective and preventive actions

After analysis, implement corrective and preventive actions. These actions are designed to correct the errors detected and avoid their recurrence.

The plan-do-study-act cycle or Deming wheel (PDSA) is effective here. Plan actions, carry them out, study the results, then adjust as necessary. This cycle structures and promotes continuous improvement of the quality process.

Step 8: Communicate results to stakeholders

Communicate results clearly to stakeholders. Transparency is essential to maintain trust and commitment.

Share successes and challenges, and discuss strategies to ensure the sustainability of the Quality Monitoring process.

Step 9: Re-evaluate and refine the process

Finally, be sure to regularly reassess your process and make any necessary adjustments. Reassessment helps to ensure that the process remains aligned with corporate objectives and continues to improve service quality. By using regular audits, you can fine-tune the methods employed and continuously improve your monitoring system.

The significant contribution of Speech Analytics to call center quality control

Speech analytics is transforming the way you monitor quality in call centers. By integrating this technology into your Quality Monitoring strategy, you benefit from more in-depth analysis of all your calls, thanks to automatic analysis of voice conversations.

With speech analytics software like Batvoice AI,more calls can beanalyzed, guaranteeing a more accurate overview of the quality of your customer interactions. As a result, you can ensure call compliance through automatic, more accurate assessment of the quality of your conversations.

‍

Tagged:
Customer Experience
Customer Satisfaction
Maxime Sendorek
CEO
view All Posts
Featured Posts
ARTICLES
The 23 best call center software packages in 2025
ARTICLES
How do you identify and deal with customer irritants?
ARTICLES
Voice analysis: Improve your customer relations with artificial intelligence
ARTICLES
What is Quality Monitoring?
ARTICLES
22 Speech Analytics use cases in operation in France
Tags
CSAT
Churn
Customer Experience
Customer Satisfaction
Customer intelligence
ESAT
FCR
PVCP Group
NPS
QOS
R&D
REX
Upsell
cross selling
Stay Connected
link to linkedin accountlink to youtube accountlink to twitter account
More Posts

You Might Also Like

ARTICLES
Customer intelligence (CI): 5 steps to launch your strategy
Jan 13, 2025
 by 
Maxime Sendorek
ARTICLES
The complete guide to sentiment analysis in the workplace
Jan 6, 2025
 by 
Maxime Sendorek
ARTICLES
Voice of Customer (VoC): how to measure and interpret it?
Dec 30, 2024
 by 
Maxime Sendorek
ARTICLES
The 23 best call center software packages in 2025
Dec 23, 2024
 by 
Maxime Sendorek
ARTICLES
ChatGPT revolutionizes customer relations: the opportunities and limits of generative AI
Dec 16, 2024
 by 
Maxime Sendorek
ARTICLES
What is Average Treatment Duration (ATD)?
Dec 9, 2024
 by 
Maxime Sendorek
link to linkedin accountlink to youtube accountlink to twitter account
Batvoice 2020
Legal information