O que é monitoramento de chamadas?

O monitoramento de chamadas, também chamado de monitoramento de atendentes ou registro de chamadas, é o processo conduzido pelos gerentes de call centers para avaliar as interações do atendente com os clientes. Submetidas a testes de garantia de qualidade, as chamadas ao vivo ou gravadas são avaliadas com ou sem o conhecimento do atendente para auditar o desempenho e melhorar a qualidade das chamadas.

Benefits

Using a quality monitoring form can bring many benefits not only to your organization’s operational efficiency, but also to your employees and your customer. Some of these benefits include:

• Ensuring the quality of customer service

• Identifying problems more effectively

• More direct and targeted coaching and training for employees who struggle with certain practices

• Setting more personalized, attainable, and specific goals per employee, team, and organization based on the findings of the call monitoring form

• Recognizing and praising exemplary performances

• Satisfying customers more frequently

What to include in a call monitoring form

Typically, a call monitoring form contains fields for the following:

• Customer details

• Date and time of call

• Name and details of call representative

• Name of quality specialist

• Date and time of evaluation

• Evaluation of greetings

• Evaluation of understanding customer concerns and needs

• Evaluation of solutions provided

• Evaluation of how the end of the call was handled

• Overall evaluation of customer service

• Observations or recommendations

At the end of the form, it would be best to include a signature field. This will help ensure the authenticity of the evaluation, as well as properly document the evaluation process.

Going digital would be the best way to create, manage, and use a call quality monitoring form, as it can better streamline work operations and quality management processes. With a digital tool, you can save time and money, allocating more resources for more important tasks and improving your services.

How to create and use a call quality monitoring form

With the number of calls customer services receive daily, it is important to follow a methodical approach in monitoring and evaluating them. Creating a standardized technique in call monitoring allows businesses to measure the quality, improvement, and success of calls more accurately. Start a call center QA and monitoring process with the following steps:

Step 1: Specify goals

First, emphasize the purpose clearly and define the goals to be achieved. With that said, keep in mind to align set goals in accordance with the company’s objectives and general practices. This would ensure that everyone is on the same page and can ease the process of measuring results against initial ideas.

Step 2: Define assessment criteria

Next, it’s time to create a comprehensive scoring and evaluation form. Ensure your form is easy to use and accessible at all times. Also, use a table on your digital checklist to organize audit findings, label the severity, and assign required actions.

Step 3: Gather the right people

To strengthen the monitoring process, involve the right people in collecting, reviewing, and analyzing the data. These stakeholders generally include industry experts and decision-makers like the executive management, managers, or agents.

Step 4: Select calls to monitor

Create and implement control measures in choosing the calls to be evaluated and develop pre-decided conditions to help narrow them down. Some of the factors to consider can be along the lines of high-impact calls, high-value prospects, or particular agents.

Step 5: Analyze the data

To help make sense of the gathered details, create a different set of QA analysts that would sort and analyze the raw data. This could then be used to identify patterns, trends, and other observations that aim to recognize recurring pain points and improve the whole process.

Step 6: Ensure that employees are on board

In order to implement and manage the monitoring plans smoothly, make sure that they are communicated properly to all involved parties. Give managers and employees a chance to provide comments and ask for clarifications. Also, emphasize the advantages of enforcing a streamlined call monitoring system to all key stakeholders.

Step 7: Choose the best tool

Lastly, to execute a comprehensive call monitoring procedure, employ the aid of appropriate tools. Using the right tools such as software or digital platforms can increase the consistency, efficiency, and accuracy of how calls are monitored and evaluated.

Call quality monitoring form example

Here is a sample of a filled-out call center QA form template for reference:

Preview call center quality monitoring sample PDF report