WHY AREN’T YOU USING QUALITY MONITORING?

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What is Quality Monitoring?

Evaluation of all business conversations regarding criteria of quality determined by the company

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Quality Monitoring Lifecycle

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What does it include?

Agent Feedback:

Agent Coaching:

Agents should be given feedback on their performance which empowers them to do better

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Special coaching should be given to agents so that they will perform better

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Why Quality Monitoring?

• Improving customer care• Supervisory oversight by trainers• Supplementing training programs• Security of customer data• Verifying sales orders

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Benefits of Quality Monitoring – For Customers

• Improved customer service: Customer service is giving customers what they want in the best possible way

• Personalized relationships: Customer retention is built on familiarity of the customers with the agents which will in turn increase their trust towards the company

• Reduced hold times and call transfers: Reduced hold times are essential for customer retention as they tend to hang up on the call if there are long hold times.

Benefits of Quality Monitoring – For Agents

• Effective training and coaching: Using actual customer interactions during a training exercise allows supervisors to better train their agents to deal with real scenarios

• Improved training and performance: Agents are inspired to fine tune their performance if it is tied to incentives such as bonuses

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Benefits of Quality Monitoring – For Supervisors

• Effective Management: Supervisors that understand the benefits of effective management invest their money and resources into educating and motivating their agents.

• Sensitivity to service quality: Supervisors find it easy to understand the problems faced by agents while interacting with clients and can work on it

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Start using Quality Monitoring software!!

Contact Us: www.inin.com

Call us at+1 317.872.3000+1 800.267.1364

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