Using Call Monitoring to Measure Quality

Improving service quality can have significant ROI for your organization. In this course, you will learn the basics of call monitoring to ensure you can provide maximum quality assurance.
Course info
Level
Beginner
Updated
Jan 17, 2017
Duration
37m
Table of contents
Description
Course info
Level
Beginner
Updated
Jan 17, 2017
Duration
37m
Description

The reputation of your Support Center can make or break your organization. In this course, Using Call Monitoring to Measure Quality, you will learn to identify, maintain, and improve the customer experience. First, you'll learn about deciding on your key performance indicators. Next, you will learn how to use data to measure quality. Finally, you'll learn about the call monitoring process and methodology. When you are finished watching this course, you will have the knowledge and skills necessary to improve on your service quality.

About the author
About the author

Theresa Miller is a Citrix Technology Professional, Microsoft MVP, and VMware vExpert that has been working in IT for over 20 years.

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Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi, everyone. My name is Theresa Miller and welcome to my course, Using Call Monitoring to Measure Quality. I am the founder and CEO of 24x7 IT Connection and I'm looking forward to sharing this information with you today. A successful service center routinely measures quality. This is important for existing employees, new employees, and for leadership. A great service center can make or break the reputation of your organization. In this course we will cover call monitoring and how to leverage this approach to improve your processes. Some of the major topics that we will cover include: deciding on your key performance indicators, performance indicator review, and call monitoring. By the end of this course you will have an understanding of how call monitoring and call monitoring KPIs can ensure support center success. I hope you'll join me on this journey to learn more about using call monitoring to measure quality through this course at Pluralsight.

Identifying and Understanding KPI Concepts
Identifying and understanding KPI concepts. My name is Theresa Miller and I am the founder and CEO of 24x7 IT Connection. Now you may look at this title and say, Theresa, didn't we talk about this already? Well, I can assure you we're going to dive in much deeper than we already have to get a better understanding of the metrics value for a call center. So here's an overview. We're going to talk about using KPI data to measure quality, dive into the KPI metrics for improvement, and how this can lead to overall service center success. So let's talk about using KPI data to measure that quality. As you make these decisions, it's important that you understand that each call center is unique. So determining your organizational needs will vary. KPIs that focus on customer service is a really great place to start. The strategy that you use should also consider the following. We need to be tracking metrics evaluation over time. Leading KPIs are going to be key here, making sure that what we choose helps for the long run and not for the short term or the past. You'll be gaining the ability to assess areas of strengths and also understand opportunities for your team to grow. Strategy will also help you implement process improvement actions.

Call Monitoring Concepts
Call monitoring concepts. My name is Theresa Miller and I am the founder and CEO of 24x7 IT Connection. I'm really looking forward to talking about this topic because I feel like call monitoring as a general concept feels like there's a potential invasion of privacy, but that's not the value of doing this. So here's an overview. The value of call monitoring. We'll do some recorded call review from a conceptual perspective. And talk about where the service center improvement lies.