“If you are looking for the typical 95/5 percent confidence level and interval, you simply need to know how many calls your agents take in a month’s time to derive a ‘statistically valid’ sample.”īPA Quality recommends no fewer than two monitors per week per agent in the contact center. “There are those who subscribe to the requirement of a statistically valid sample per agent,” according to BPA Quality’s blog. So how much is “enough”? That will depend on the nature of your business, but third-party remote call monitoring company BPA Quality believes that the right number is “as many as it takes to improve performance, while not exceeding the cost of quality.”
(Interestingly, on the flip side, 14 percent of contact centers are measuring 11 or more calls each month). But in order to get the most out of call monitoring and quality management, you will need to find the right frequency at which you should monitor.Ī recent poll conducted by UK-based found that over two thirds of contact centers are monitoring six or fewer calls every month for each agent. Depending on your needs, you may wish to use a combination of these techniques to get the best results.Īn added benefit to call monitoring is not only to evaluate the experience the agent is giving the customer, but also to hear the voice of the customer after all, it’s your best source for new ideas, marketing, product and service development and even adjustments to your customer support process. There are a variety of ways to ensure quality, including in-house call recording, cloud-based call recording, manually listening to calls, using voice recognition and analytics on recorded calls, or hiring a third-party remote call monitoring company to listen for you.
0 kommentar(er)
