- 20/12/2023
How to optimize your performance
through Quality Monitoring?
In an increasingly competitive business landscape, customer satisfaction is the key to success. One of the most effective ways to ensure this satisfaction is Quality Monitoring (QM), an essential process for evaluating and improving the quality of interactions with customers. Discover through this article how QM is a fundamental pillar for optimizing the operational efficiency of your advisors while providing them with valuable insights to improve their actions.
1. What is Quality Monitoring?
Quality Monitoring, often called “QM”, represents much more than the simple evaluation of a service or an advisor. It’s a meticulous, ongoing process that aims to scrutinize and dissect customer interactions across various channels, from phone conversations, to email and chat, to customer feedback themselves. Its primary objective is to guarantee impeccable quality standards throughout the range of services offered by a company.
2. The 4 Objectives of QM
a) Improve the Customer Experience
Quality Monitoring acts as a prism revealing the specific expectations and needs of customers. By scrutinizing interactions, he deciphers the underlying reasons for requests and concerns. This makes it possible to personalize and adjust the approaches, responses and solutions offered, thus providing a tailor-made customer experience. By deeply understanding individual expectations, QM helps strengthen customer engagement and loyalty to the brand, positioning them as true stakeholders in the business.
b) Identify strengths and weaknesses
The QM presents itself as a performance detector, revealing both the positive aspects to be enhanced and the areas to be optimized. By analyzing each interaction, it highlights the company’s strengths, best practices and behaviors to encourage. At the same time, it proactively identifies potential gaps or failures, allowing corrective actions to be initiated. This iterative process guarantees continuous improvement and constant evolution of practices, thus ensuring optimal and differentiating service.
c) Increase compliance with quality standards
QM establishes a compliance compass, aligning interactions with pre-established rigorous quality criteria. This rigor guarantees consistency in the provision of services, reinforcing the reliability and credibility of the company. By ensuring that each interaction meets established standards, QM helps maintain a consistent and professional image, greatly strengthening customer trust in the brand.
d) Train and develop teams
As a real engine of development, Quality Monitoring uses the data collected to shape appropriate training programs. These targeted initiatives aim to strengthen the skills of teams, whether in terms of communication, problem solving or management of delicate situations which can very quickly arise in the context of a new teleadvisor who has barely started his mission. By investing in the development of advisor skills, QM raises the level of individual and collective performance, thus providing better operational efficiency and excellent quality of service.
3. Putting Quality Monitoring into Practice
Several methods are used to perform QM:
a) (Double) Listening to calls
Analyzing telephone calls remains the best way to evaluate the skills of your co-advisors. Thus, quality monitoring makes it possible to go beyond simple listening and in particular to detect moments of customer satisfaction or frustration, to evaluate the communication skills of advisors, but also to detect opportunities for improvement for consolidate processes and perfect interaction techniques. As we explained beforehand, this technique has proven its effectiveness, particularly for beginner advisors.
b) Evaluation of emails and chats
Beyond formal writing, it makes it possible to assess the quality of written communication. It focuses on the clarity and effectiveness of the message transmitted. Quality Monitoring then makes it possible to identify the advisor’s strengths, but also potential areas for improvement. This detailed analysis offers concrete ideas for improving the writing, structuring and relevance of the responses provided by the advisor.
c) Case studies
Prevention is better than cure ! The case study provides advisors with an in-depth view of customer interactions. It allows you to observe various scenarios, highlighting best practices as well as the problems likely to be encountered when making contact.
d) Analysis of customer feedback
What could be better than customer feedback to find out if the service that the company offers is qualitative? Exploiting customer feedback is a real gold mine for Quality Monitoring. It detects customer satisfaction or dissatisfaction directly through the rating or the associated comment. This feedback allows advisors to directly detect whether the answers he provides are relevant, as well as the recurring reasons for which he is criticized. By doing so, QM offers advisors well-founded avenues for improvement to adjust services and better meet client expectations.
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4. The advantages of Quality Monitoring
QM brings a series of significant benefits:
- Increased customer satisfaction: By identifying issues and friction points in interactions, it helps optimize processes and practices, providing smoother and more personalized experiences.
- Reduction of errors and complaints: It detects and identifies areas of failure, to provide the company with the opportunity to rectify faulty processes and significantly reduce errors and customer complaints
- Improved employee performance: Feedback collected by QM not only evaluates interactions, it also informs training programs and provides learning and growth opportunities for teams, regardless of skill level and advisor experience.
- Strengthening regulatory compliance: Compliance with regulations is undoubtedly a difficult point to respect, but nevertheless constitutes a real necessity. The QM serves as a shield against fines and other sanctions by ensuring consistent compliance with pre-established regulatory standards. In the other direction, it also reassures the customer about the use of their data.
5. The role of artificial intelligence in quality control
The evolution of artificial intelligence (AI) technologies brings powerful tools, particularly in monitoring the quality of interactions. Whereas traditional quality monitoring relied primarily on manual listening and subjective assessments, AI-powered tools now enable a faster, more precise, and more comprehensive approach.
Integrating AI into quality monitoring processes offers several major advantages, both for supervisors, agents and strategic decision-makers:
a) 100% automated analysis of interactions thanks to speech-to-text transcription
AI-based solutions, like the one we offer at Nixxis with our telephony solution, are capable of automatically processing all conversations, whether oral (phone calls) or written (emails, chats, social networks). Thanks to speech-to-text, calls are transcribed in real time and then analyzed on a large scale.
This allows you to:
Save considerable time compared to manual listening;
Achieve full coverage of interactions, where traditional assessments only covered a sample;
Identify global trends and recurring behaviors.
b) Detection of emotions, tone and customer satisfaction
Conversational AI integrates semantic and emotional analysis technologies capable of:
Recognize emotions expressed by customers and agents (anger, frustration, satisfaction, etc.);
Evaluate the tone of voice, speed of speech or silences, all of which are revealing signals of the caller’s state of mind;
Check whether the agent is correctly following scripts, legal notices or key steps in the customer journey.
This detailed analysis allows us to better understand moments of friction or satisfaction during the exchange, and to act accordingly.
c) Real-time feedback of alerts on critical conversations
AI can automate the detection of sensitive situations: threats, inappropriate comments, inappropriate language, regulatory errors, or legal risks. When an anomaly is detected, a real-time alert is sent to the supervisor or quality team.
This real-time operation allows:
Intervene immediately if necessary (support, correction, customer reminder);
Limit potential damage to customer relations or brand image;
Prioritize corrective actions on truly critical cases.
Additionally, keyword searches allow contact center supervisors and managers to identify conversations that have generated negative sentiment and present them in case studies with advisors. This makes quality control easy to perform via predefined reports by management teams.
6. Conclusion
Quality Monitoring is no longer a simple control tool: it has become a vector of global transformation for customer-oriented companies.
By deploying a robust and intelligent QM solution, you don’t just measure performance: you empower your teams to excel, you strengthen the consistency of your messages and you transform listening into a driver of action.
The benefits of such an approach are multiple and lasting:
More satisfied and loyal customers,
More engaged and valued employees,
Processes continually refined thanks to field feedback,
A corporate culture based on continuous improvement.
Investing in quality is not a cost: it is a strategic choice with concrete benefits for the growth, reputation and sustainability of your business.
You do not know how to do it ?
Did you know that Contact Suite integrated a Quality Monitoring tool?
Luc Jacobs
President of Nixxis
Visionary of the customer experience augmented by artificial intelligence, Luc Jacobs combines passion for innovation and strategic vision, propelling Nixxis to the rank of leader in the digital transformation of customer relations.
Luc Jacobs
President of Nixxis
Visionary of the customer experience augmented by artificial intelligence, Luc Jacobs combines passion for innovation and strategic vision, propelling Nixxis to the rank of leader in the digital transformation of customer relations.
