Contact center terms💡

    Quality monitoring

    How does quality monitoring work and what advantages do QM systems offer companies? Find the answers in this article.

    What is quality monitoring?

    Quality monitoring (QM) is the process of monitoring and evaluating the quality of services, particularly in the customer service and contact center environment. The aim is to ensure that employees adhere to the defined standards and that customer interactions take place at a high level.

    Main functions of quality monitoring

    Quality monitoring comprises various functions aimed at ensuring and continuously improving service quality:

    • Monitoring calls and interactions: QM systems analyze calls, emails or chats and evaluate how well employees communicate with customers.

    • Performance evaluation: The quality of the interaction is measured using predefined evaluation criteria (e.g. friendliness, solution orientation, conversation management).

    • Feedback and coaching: Quality monitoring provides agents with feedback to improve their skills and enables targeted training.

    • Reporting: Regular reports provide insights into service quality, identifying weaknesses and potential for improvement.

    Possible applications

    The areas of application for quality monitoring are diverse and range from service monitoring to process optimization:

    • Customer service: Ensuring that customer queries are answered correctly and in a friendly manner.

    • Sales departments: Monitoring compliance with sales standards and scripts.

    • Process improvement: Identifying processes that can be improved to increase service quality.

    Benefits of quality monitoring

    If implemented correctly, quality monitoring offers a wide range of benefits for companies and employees:

    • Improving customer satisfaction: Continuous monitoring and improvement of interactions ensures service quality.

    • Optimization of employee performance: Regular feedback enables agents to improve their skills in a targeted manner.

    • Data-based decisions: Quality monitoring provides important data for strategic decisions to improve service quality.

    Quality monitoring helps to continuously improve customer support and maintain performance standards.

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