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Quality monitoring is moving beyond time-consuming processes and limited sampling to become a strategic tool for service excellence. Find out how!
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In a world where consumers have increasingly high expectations, customer experience has become a key differentiator for businesses.
2024 UKCSI data revealed that 31% of customers are willing to pay more for excellent service, while 30% cited poor customer service as the reason they stopped using a company. Not only does good service improve loyalty, but bad service can push customers away. To stand out and succeed, quality monitoring (QM) tools and strategies are instrumental in ensuring service quality and adapting to feedback.
However, traditional QM tools quickly show their limitations. They often rely on time-consuming, manual processes that don’t provide a representative assessment of agents. In response, quality monitoring enhanced by recent technological innovations, brings real added value by introducing powerful automation and data analysis tools.
In a contact centre, quality monitoring is no longer just about listening to isolated calls; it’s about gaining insights that drive real change. With this focus, quality monitoring itself is subject to a range of KPIs including:
According to LinkedIn’s 2024 Workforce Development Report, 7 in 10 people say learning improves their sense of connection to their organisation. This link between continuous development and agent retention can be a vital lever for reducing the often high turnover in contact centres.
However, traditional quality monitoring faces several challenges:
These obstacles can lead to dissatisfaction among agents, who feel undervalued, and customers, whose needs may not be fully addressed. A quality monitoring solution enhanced with innovative technologies, like Odigo’s, provides concrete solutions to these problems.
Odigo Quality Monitoring stands out by transforming QM into a proactive tool that saves time and offers unmatched accuracy:
Odigo Quality Monitoring offers innovative features designed to streamline supervisors’ work and boost agent engagement:
Odigo Quality Monitoring provides contact centres with a powerful tool to deliver high-quality customer experiences while supporting team development. Through the latest technological innovations such as AI, Odigo transforms quality monitoring into a strategic lever, meeting consumer expectations and ensuring lasting employee engagement.
Ready to see the full potential of this solution?
Thibault Gilardoni is the Senior Partner Manager at Odigo. The journey which led him to Odigo began with an early passion for technology and time studying law and business management. After his studies Thibault spent 12 years in consulti…
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