Insights

100 Call Centre Monitoring Parameters for Quality and Coaching

Measuring the performance of your contact centre agents and tracking the quality of the calls that they make is key for optimum success and growth within your business.

Using different call monitoring parameters is essential to help you gain the data you need to analyse what’s going well and what needs improving. Putting call monitoring parameters in place enables you to identify issues and provide the best training and coaching for your employees.

Enabling your customer service agents to do their roles as efficiently as possible, helps them to satisfy your customers and achieve the best results for your business.

What is call quality monitoring?

Call quality monitoring is when you invest time in listening to and evaluating the conversations that your employees have with your customers.

There are numerous benefits to call quality monitoring including:

• Gaining insights into the type of conversations that are successful for business growth
• Making improvements to the way your customer service agents handle calls
• Understanding if and when more training is needed
• Identifying which customer service agents may benefit from 1-1 coaching
• Increasing workflow and efficiency of customer service agents resulting in increased revenue

List of parameters

There are a huge number of measurements that you can use when it comes to call monitoring parameters for quality and coaching.

It’s important to keep parameters clear and easy to understand – so take the time to think which ones best suit your business needs.

Let’s take a look at some of the call monitoring parameters for quality and coaching you might consider.

We’ve organised these into sections to get you straight to the information you need for your business :

How to greet your customer

1. Introduction of self with a name and job title
2. Introduction of the company
3. Saying thank you to the customer for their call
4. Informing the customer that the call is being recorded
5. Requesting the name of the customer
6. Asking how they can help the customer
7. If it is an outbound call, clearly stating the reason for the call
8. If it is an outbound call, ensure that they are speaking with the account holder

How to use the correct phone etiquette

9. Use polite language and tone of voice
10. Ensure the tone is appropriate to the caller
11. Ask how the customer wants to be referred to
12. Always use the customer’s preferred way to be addressed
13. Never interrupt the customer
14. Respond to questions efficiently
15. Speak slowly and clearly
16. Listen carefully to the customer
17. Show empathy to the customer and their situation
18. Reassure the customer that you understand if they are feeling concerned or frustrated
19. Always ask permission when transferring their call
20. Always make sure the customer is happy to be placed on hold
21. Ensure everything has been done to resolve the customer’s query
22. Keep an upbeat and positive tone to the call where possible

Always avoid:

23. Use of abusive language or swear words
24. Sarcastic or unpleasant tone of voice
25. Providing dishonest information
26. Being rude to customers
27. Raising the level of voice in a conversation
28. Hanging up on a customer who is still speaking

Following set scripts

29. If scripts are available, stick to the script where possible
30. Adapt the script as and when required using appropriate language
31. Aim to sound as natural as possible when following any script

How to verify the account

32. Ask for account verification
33. Verify the account using all appropriate information
34. If the account is not verified, use the procedure in place to take appropriate next steps

How to collect customer information

35. Politely ask for the first and last name of the customer
36. Ensure the spelling is correct by repeating it back to them
37. Request the phone number of the customer in case you are disconnected
38. Repeat the phone number to ensure it is correct
39. Request the email address of the customer
40. Confirm all letters and any numbers of the email address for accuracy
41. Repeat the email address to the customer
42. Enquire where the customer heard about your business or who recommended them to you

Following compliance

43. Ensure all correct procedures are adhered to if the customer does not want to be contacted in future
44. Handle any requests to cancel services or subscriptions appropriately
45. Use proper descriptions when referring to any products or services
46. Provide accurate answers to any customer questions
47. Always comply with company guidelines regarding hold times
48. Transfer any calls by using the proper company procedures
49. Follow company guidelines if calls need to be escalated to senior staff
50. Comply with national recording laws
51. Always quote pricing within company guidelines only

Troubleshooting

52. Always show ownership of the problem as a representative of the business
53. Aim to transfer the customer to a senior staff member when unable to assist directly
54. Show empathy for the customer’s frustration or concern
55. Apologise for the inconvenience caused to the customer
56. Manage expectations in a clear and confident manner
57. Identify the problem so that it can be efficiently resolved
58. Ask for any relevant error codes
59. Repeat your understanding of the issue back to the customer as confirmation
60. Ask for confirmation from the customer that they are happy with your understanding of their issue
61. Offer approximate time scales for finding a solution to the issue
62. If appropriate, ask for information about warranties or guarantees
63. Share any useful information with the customer for them to troubleshoot an issue
64. Ensure the customer has a reference number for their issue
65. Follow up with your customer to provide them with their reference number again

Sales calls

66. Find out exactly what the customer needs from a product or service
67. Use a friendly tone of voice as you get to know the customer
68. Build a rapport with the customer where possible
69. Suggest appropriate products to the customers that may be suitable
70. Aim to cross-sell or upsell existing customers
71. Highlight appropriate next steps to take
72. Ensure the customer understands the value of the product or service
73. Take the time to answer any questions that the customer has
74. Encourage the customer to involve other decision-makers in their setting
75. Find relevant solutions to any objections the customer may have
76. Understand products and services sufficiently to offer knowledge and guidance
77. Always quote the most up-to-date pricing
78. Update customers on any current special offers relevant to them
79. Always reconfirm details of the product/service and price before taking payment
80. Schedule deadlines for when the service will be in place or the product delivered
81. Collect billing information
82. Find out whether the delivery address is different to the billing address to ensure efficient delivery
83. Take payment at an appropriate pace for the customer
84. Schedule a follow-up call to get feedback
85. Retain any customers seeking to cancel by suggesting changes to their current plan, product or service

Ending a conversation

86. Follow any appropriate script provided for ending a conversation
87. Confirm with the customer the next steps to be taken
88. Confirm that the customer is happy with the proposed course of action
89. Confirm any appointments or deadlines set
90. Ask if any further help can be offered
91. Ask the customer if they are happy to provide post-call feedback
92. Say thank you to the customer for their call
93. Wish the customer a good day/evening
94. Ensure that the customer is aware they are welcome to call back if further questions arise
95. Wait for the customer to hang up the phone before ending the call

After a call

96. Ensure all information is clearly and accurately logged in the appropriate system
97. Log any issues or complaints that were made
98. Alert senior staff to any serious issues that arose
99. Log any issues regarding products that were raised
100. Follow up with the customer if agreed and the correct time

Support from EvaluAgent

EvaluAgent want to help you provide your employees with the tools they need to provide exceptional customer service at every opportunity, throughout the customer journey.

Whether it’s retaining and upselling to existing customers or recruiting new customers who are searching for you in a competitive marketplace, having well-trained and professional customer service agents can dramatically improve your bottom line.

EvaluAgent offers you Quality Assurance software to ensure that your customer service agents are working efficiently and can be helped if needed. In addition, coaching 1-1s will help customer service agents who need assistance to improve and succeed.

With our services, you can identify issues before they develop further and seek to maintain your excellent reputation as you watch your business grow.