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1. WHY AREN’T YOU USING QUALITY
MONITORING?
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2. What is Quality Monitoring?
Evaluation of all business
conversations regarding criteria
of quality determined by the
company
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3. Quality Monitoring Lifecycle
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4. What does it include?
 Agent Feedback:
 Agent Coaching:
Agents should be given feedback on
their performance which empowers
them to do better
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Special coaching should be given to
agents so that they will perform
better
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5. Why Quality Monitoring?
• Improving customer care
• Supervisory oversight by trainers
• Supplementing training programs
• Security of customer data
• Verifying sales orders
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6. Benefits of Quality Monitoring – For Customers
• Improved customer service: Customer service is giving
customers what they want in the best possible way
• Personalized relationships: Customer retention is built on
familiarity of the customers with the agents which will in
turn increase their trust towards the company
• Reduced hold times and call transfers: Reduced hold
times are essential for customer retention as they tend to
hang up on the call if there are long hold times.

7. Benefits of Quality Monitoring – For Agents
• Effective training and coaching: Using actual customer interactions during a training
exercise allows supervisors to better train their agents to deal with real scenarios
• Improved training and performance: Agents are inspired to fine tune their
performance if it is tied to incentives such as bonuses
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8. Benefits of Quality Monitoring – For Supervisors
• Effective Management: Supervisors that understand the benefits of effective
management invest their money and resources into educating and motivating their
agents.
• Sensitivity to service quality: Supervisors find it easy to understand the problems
faced by agents while interacting with clients and can work on it
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9. Start using Quality Monitoring software!!
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