An essential part of call center quality monitoring is knowing who the competition is and how they are faring.
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Pics. Call monitoring, also called agent monitoring or call logging, is the process conducted by call center managers to evaluate agent interactions with the customers. This call centre quality monitoring form is an excel template that can be used for quality assurance and agent evaluation.
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Call quality measures the efficiency and effectiveness of conversations between customer service representatives and customers. Monitoring the call quality and working to make it better is not something that should be taken lightly. While call monitoring may be performed live at times, it isn't feasible when there are large volumes of calls.
Call quality monitoring also means agent monitoring, as the calls reflect the skills of the agents.
Call quality measures the efficiency and effectiveness of conversations between customer service representatives and customers. Always check how you measure up against other centers and what. When monitoring for quality assurance, it's easy to get wrapped up in the mistakes and shortcomings of customer calls. It is not an exhaustive list, nor is it meant to serve as your quality monitoring scorecard.
