SafetyCulture Summit 2021
Standardized call monitoring checklists helps team leaders objectively assess the performance of a call representative, yielding more accurate results. The iAuditor call monitoring software has a user-friendly mobile app so you can use call monitoring checklists on any mobile device, even if you are offline. Your observations and recommendations will automatically be saved once you connect to the internet through automatic cloud syncing. You can also customize checklists using our drag-and-drop template editor to apply lessons learned from previous call monitoring sessions and re-standardize the process by sharing updated checklists from a tap of a finger.
Easy-to-use call monitoring software is crucial for undisrupted call center operations, especially when trying out new systems to improve the quality of calls. The iAuditor call monitoring software is a cloud-based platform your team can try for free, learn in minutes, and access anywhere, anytime. iAuditor’s automatic cloud storage eliminates the trouble of scouring through tons call monitoring reports because filters such as employee, checklist, and date make it easier to locate specific data for reference. Powerful integrations via Power BI, Salesforce, and more are also available for hassle-free call monitoring.
Effective call monitoring should reveal exactly what needs to be improved by a call center agent which inevitably improves the quality of calls. Call monitoring software such as iAuditor can help call center managers and quality assurance analysts to easily keep track of a call representative’s progress through the Failed Items Analytics Dashboard. Not only is the overall performance score seen at a glance, but when some quality standards are missed over time, it also shows specifically which areas like active listening, professionalism, and more, coaching and training is required
An ever-changing call monitoring process makes it more difficult for team leaders to develop high-performing call center agents. Miscommunicating updated quality standards also add to the burden of keeping the growth of team members in mind. Call center managers and quality assurance analysts should standardize how they perform call monitoring to easily determine and follow through on exactly how a call representative should improve.
The iAuditor Call Monitoring Software is a flexible cloud-based platform that perfectly fits in your 24/7 operations, depending on your goals. Here are three major ways how you can use iAuditor to standardize call monitoring, improve the quality of calls, and sustain a culture of consistent high-quality performance:
To help you get started, download the iAuditor mobile app, create a free account, and download the Call Center Quality Assurance Checklist from the Public Library. This 12-item digital checklist covers key areas for quality assurance such as greeting, understanding the customer’s need, solution information, customer service, and end call behavior. As a call center quality assurance software, iAuditor’s usability on a mobile app makes it easier to physically verify the quality of calls and provide timely feedback for better retention.
A monthly general call center quality assurance check gives you a pulse of the overall competency of your team. Partnered with the Failed Items Analytics Dashboard, you will be able to see exactly what your team members need to improve and gain visibility of your operations. If an agent frequently fails at using probing questions to understand the customer’s need or at offering further assistance at the end of the call, you will be able to practice fruitful coaching sessions and consistently demonstrate support to your team.
For assessing and honing the skills native to call center agents, you should use the Call Monitoring Checklist. Its evaluation items include language accuracy, comprehension, reasoning skills, and customer rapport. You can customize all checklists using the mobile or web app in minutes, adding more skills, editing current ones, or removing other items. As a call center monitoring software, iAuditor’s scoring system enables call center managers and quality assurance analysts to easily keep track of a call representative’s performance.
Quarterly basic call center monitoring sessions allows you to guide your team members in the right direction in developing their skills as frontline workers of global organizations. If a call center agent did not demonstrate initiative during the call, you can either schedule coaching sessions or consider retraining. If a call representative delivers above average grammar and pronunciation throughout the call, practice positive reinforcement and public recognition.
If you aim to raise your call monitoring game, the Call Center Quality Monitoring Checklist offers all the details you need. This comprehensive checklist encompasses quality standards for account verification, contact information confirmation, call handling skills, script compliance, and follow up, in addition to the general call center quality assurance items. As a call center quality monitoring software, iAuditor’s reporting experience lets you, your agent, and relevant stakeholders instantly see results upon completion, with both of your digital signatures to take accountability for improvement.
Bi-annual or annual detailed assessments assist call center managers and quality assurance analysts create tailor-made performance development plans. Enabling report preferences to reveal the results you need streamlines your call monitoring process and allocates your time to focus only what needs your attention.
Standardizing you call monitoring process enables your team to clearly see how they can improve. With standardized call monitoring checklists, you can effectively develop high-performing call center agents. The iAuditor Call Center Quality Management Software empowers you to make wise decisions so you can also empower your team to provide world-class customer experience. Sign up today―it’s free!
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