What is Call Centre Quality Monitoring and Why is it Important?
                     What is Call Centre Quality Monitoring 
and 
Why is it Important?
Riddhi Corporate Services Limited
“This call may be monitored for call 
centre quality assurance.”
It's a familiar line for anyone who has 
ever called a contact centre -and for 
good reason. When it comes to 
maintaining high customer satisfaction 
scores (CSat), call quality monitoring is 
an essential component.
Riddhi Corporate Services Limited
Contact Centre 
Solutions 
Quality management can also be a great 
way to spot gaps in the skill set of call 
centre agents so can address them head-
on with specific training. 
The majority of Contact Centre Solutions 
follow some type of quality management 
strategy, but many of them fall short in 
certain key areas. Our comprehensive 
guide to Call centre quality monitoring 
will help you fill in the gaps.
Riddhi Corporate Services Limited
What is Call Centre Quality Monitoring?
The call centre quality monitoring 
process refers to any action or strategy 
that a management team uses to 
assess agent performance in a contact 
centre.
For a full understanding of what call 
centre quality monitoring is, it is 
important to first understand what 
high-quality calls should sound like.
Riddhi Corporate Services Limited
A few key attributes are:
• Quick call answer time
• A friendly and warm greeting
• Active listening by the agent
• Clear communication
• Effective questioning
•Fast handling and resolution time
• No or low transfers
Riddhi Corporate Services Limited
Why is Quality Monitoring so Important?
Keeping customers happy is the core mission of a call 
centre. Your contact centre will be able to provide a 
better customer experience if you constantly assess 
and evaluate your customer interactions. This will 
increase the chance that your customers will 
recommend your contact centre to others.
In order to achieve impressive CSat scores, all contact 
centres should make sure their agents are providing 
seamless and helpful service to every customer. It is 
more likely that CSat scores will improve and remain 
higher over time when call centre managers properly 
monitor phone calls (and other contact channels).
Riddhi Corporate Services Limited
Note, that understanding agent performance on an individual basis is also crucial to 
employee engagement and growth. In the long run, authentic customer interactions 
are facilitated if agents consistently deliver top-notch customer service, which leads to 
greater engagement and happiness at work.
Riddhi Corporate Services Limited
FACT:
According to Microsoft, the customer service experience helps inform the decisions of 90% of Americans about 
where to do business. The quality of your customer service is essential to the health of your contact centre 
Solutions.
Riddhi Corporate Services Limited
Contact Us:
Website:
www.riddhicorporate.co.in
Mail: 
Riddhi Corporate Services Limited [email protected]
Phone No.:
+91-7804040404
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monitoring-and-why-is-it-important