Quality monitoring is all about process improvement, and in addition to the initial gains organisations achieve through deployment, there’s an ongoing opportunity to secure continual incremental improvements. It’s essential for organisations to stick with their quality monitoring programmes, as once you’ve successfully baselined activities the gains keep on coming. As call quality scores rise, you will invariably see a commensurate improvement in key business measures, from sales conversion rates through to improved customer retention.

In turn, agents seem to benefit from working in a more efficiently managed environment, resulting in reduced attrition and falls in sickness and unscheduled absence. Quality monitoring can also yield important insights in to activities that take place outside of the contact centre. Speech analytics techniques can be used to support sales by uncovering data relating to current campaigns or by identifying customer churn triggers, while the early capture of escalated calls to supervisors can alert the business to possible customer service issues.

Another key opportunity comes through the use of quality monitoring to highlight just why calls are coming in to the contact centre. If, for example a large number of calls relate to accounts issues, then effective root cause analysis can spot a repeat pattern and alert contact centre management who can then escalate the issue to the billing department.

It’s clear that quality monitoring, and its implementation within a wider workforce optimisation infrastructure, has the potential to be the most powerful tool that a contact centre can ever buy.