Quality management in the contact centre involves measuring the performance of individual agents in terms of key performance indicators (KPIs), as well as the overall performance of the contact centre in achieving its business objectives, which may include achievement of first-call resolution, post-call measures of customer satisfaction, leads generated or other measures of performance.
Monitoring and managing quality on the individual agent level often starts with recording some percentage of agent calls, which can then be scored against each contact centre’s key metrics. This can be used to optimise agent assignment for skills-based routing and to identify knowledge gaps that can be rectified with additional agent training. The use of dashboards can streamline data-driven quality management for contact centre supervisors, making it easy to assess hold time, average call handling time, and measures of customer satisfaction, alongside custom reporting on specific business goals.
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