Best Practices for Call Quality Monitoring

Establishing Quality Standards

Effective call quality monitoring requires clear standards and consistent evaluation processes.

Key Metrics to Track

• First Call Resolution: Percentage of issues resolved on the first call.
• Average Handle Time: Balance efficiency with thorough customer service.
• Customer Satisfaction: Regular surveys and feedback collection.
• Agent Performance: Individual and team performance metrics.

Technology Solutions

Modern call monitoring solutions use AI to automatically score calls and identify coaching opportunities.