Why Call Quality Monitoring is Important for Call Centers?

  • Last Updated: 06 Sep 23
  • 8 min read
Call Quality Monitoring

Customer service is essential for today’s businesses. When the company goes above and beyond to meet customers’ needs, people are willing to tolerate product imperfections. This is why call centers are so popular throughout many industries.

With customers holding such a lot of power in the economy, businesses no longer can focus on gaining new customers; they must also keep them.

Research clearly shows that customer service is the most important factor that affects retention, and prices and products don’t matter as much to customers as the quality of service does.

And, call quality monitoring is necessary for call centers to improve their customer services. Monitoring the quality of call center conversations between customers and agents is analyzing and evaluating them.

The goal of this process is to increase satisfaction, customer service, loyalty, and revenue.

Let’s discuss call quality monitoring in more detail. In what ways can it improve your business? How can it be useful for your business, and what are the benefits that it offers?

What is Call Quality Monitoring?

The call quality metric measures the effectiveness and efficiency of customer service conversations. In high-quality calls, the representatives are polite, professional, understanding, timely, and resolve the issue at hand.

Providing the customer with a clear explanation of the problem and a clear plan for preventing it from happening again will make them feel positive after hanging up. Call centers use metrics to measure how well they are achieving their key business goals.

call quality monitoring in call center

Each center chooses its metrics. Each company determines its metrics. The agent’s response time, how long a person waits on hold, how fast a call is resolved, etc., can all be tracked.

As most modern call centers use a cloud-based solution, call center KPIs can be automatically measured and monitored with quality monitoring features by using call center reporting.

Why is Quality Important in a Call Center?

Even though technology has advanced greatly, we are not yet where software can monitor the quality of call centers.

Your call center is a major contact between your organization and your customers, whether it’s only handling inbound requests or making outbound sales calls.

The call center is essentially your business’s face. It’s imperative that call quality monitoring be a priority to make certain it’s represented correctly.

Call center software today offers several dedicated features that make quality monitoring much easier.

Monitoring the call center will give you valuable information about the department’s cost-effectiveness and how customers perceive the interactions with your organization.

It is likely to improve agent training time and provide high-quality customer service, improving their performance or resulting in corresponding improvements in customer satisfaction.

Monitoring and controlling quality are crucial elements. It is difficult to deploy required changes on time due to the constantly evolving technology and consumer expectations. Customer expectations help provide good customer service.

Benefits of Call Quality Monitoring

Nothing can be improved if you don’t measure it!  📏 Are you agree with this?

Call center quality monitoring shows you how well you’re doing in reaching your business goals, and it is crucial to the success of your call center.

Some of the benefits of implementing this practice include:

Ensure high-quality calls

Monitoring call quality is a proactive practice that is soft-wired into call center agents over time to become part of their routine.

Across the team, they achieve standardized responses to various questions from customers, handle angry customers, acknowledge customer feedback, and be empathetic.

Improved customer service

An improved customer experience is a result of a higher level of service quality. Call centers provide support to businesses as well as being the face of their organizations.

One of the most important factors that determine how people view your company is its reputation. You can optimize service quality and ensure that your agents meet all the standards and meet your clients’ demands if you monitor their work.

Improve customer retention

Customer acquisition costs are much higher than customer retention costs. Call center managers need to recognize this fact and provide quality service to prevent customers from switching to competitors. Customer service is the highest priority, which ensures customer retention.

Increase Employee Satisfaction

Call centers face a serious problem with high employee turnover. Combining quality monitoring with other measures can help your agents perform better and feel empowered and satisfied with their jobs. Employee morale is improved when training sessions are engaging.

What are the Challenges of Call Quality Monitoring?

Customer services offered by an organization or company have a significant impact on company success. The contact center must implement a better call quality monitoring system.

Call center specialists and compliance managers commonly encounter the following issues during quality checks:

Low priority is given to QA

When designing your quality program, you can end up experiencing this problem only if you don’t do your homework.

In today’s world, where customer experience is so important, and you are building your quality program keeping the customer in mind should not be a challenge-especially if you are pulling in the right business units and stakeholders.

Data analysis is not done in time

Many different systems generate so much data that it can become overwhelming. A contact center may gather information from numerous systems because of structural issues or because the organization has grown to involve multiple systems.

Systems such as these tend to be siloed and do not speak to each other, forcing analysts to compile data manually.

Inconsistent or unqualified evaluators

In monitoring your agents, it is extremely important to maintain consistency. In addition, quality isn’t something you can achieve in one go. If necessary, the Quality Assurance (QA) team should assess the program regularly and make adjustments when necessary.

Training and coaching agents are not given enough time

The effectiveness of coaching can be directly related to the supervisor’s or manager’s consistency. Training and coaching are crucial to keeping agents engaged and motivated.

Juggling all their day-to-day duties and proactively coaching and training agents is a challenge for most contact centers.

You May Also Like: Top Important Call Center Skills Every Agent Should Have

This results in a reduction in customer wait times and a reduction in first call resolution rates and customer complaints. This ultimately improves productivity and helps to grow the business.

Monitoring Call Quality: How to do it Effectively

Insights are difficult to gather for official purposes by the contact center. Nonetheless, the agent is key to providing outstanding services to clients.

In this sense, all call centers want to remain in the lead in client service.

Here are some effective ways to improve your call quality monitoring if you are looking for ways.

Analyze the employee performance

A call center or an agency manager cannot provide the solution of giving priority to the best performance. As a practical solution, encouraging them, conveying confidence, and keeping their spirits up is the only way to ensure they perform at their best.

employee performance management

Choosing the one who performs well will set high expectations and contribute to the business’s overall success. It can make a significant difference to check the top-performing agents during a quality monitoring process.

Coaching and training

In this world, no one is perfect, and all of us must endure hard times from time to time. It can be challenging for the newly hired agent to handle unlimited calls and long call queues during peak hours or seasons.

Training them, coaching them, or giving them tips and tricks will enable them to perform better and perform longer. Providing your customer service agents with constructive feedback improves their skills, helps them develop stability, and enhances customer service.

Utilize call recording tools to analyze closely

An agent manager or call center can track the performance of employees by monitoring inbound and outbound calls.

This lets the agent manager know what obstacles the agent encountered, how she dealt with them, and how she could improve.

Call recording software and speech analytics software are both available as Quality Monitoring solutions.

Read Also: How to Improve Contact Center Performance Using Call Recording

Getting feedback

If your call center or agent provides customer satisfaction, only customer feedback can analyze your performance. Identifying those best practices that should be shared during training is possible by understanding the positive and negative aspects of their experiences.

In Bottom Line

Every organization that deals with customers daily can benefit enormously from call center quality monitoring done correctly. Additionally, it improves customer service and reduces turnover while also helping to achieve business goals.

Automating, improving accuracy, improving efficiency, and enhancing the training and coaching of agents will benefit customer satisfaction, compliance mitigation, and agent performance. There isn’t any doubt about it.

You can enjoy the call quality monitoring features with KrispCall. It is one of the best virtual cloud phone systems with various features like call recording, live call monitoring, voicemail, custom greeting, power dialer, call transfer, and many more.

Give KrispCall a try and improve your business communication.


Head of Content @ KrispCall (or, in plain English, I'm the guy responsible for ensuring that every blog post we publish is EPIC).

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