Finding the right quality monitoring tool for a call center is quite a daunting task. There are several options available in the market which are cost-efficient, easy to use, have integrated capabilities , with specific features available to solve day-to-day management problems. Out of all the options available in today’s market, selecting the right one to suit the requirements needed is a challenge.
To help make the selection process easier, here are some important questions to ask the provider before buying the quality monitoring tool. These questions will help to understand the tool functions, in and out, assuring business requirements are met and the right decision can be made.
- Is it really user friendly? It is very important for the tool to be user friendly as the entire team will be using it on regular basis. If the tool is user friendly, the team can adapt to using it quickly, without mishaps or inconveniences, making sure the process goes smoothly for everyone.
- Can forms be customized? Generally, pre-built forms do not meet business requirements. Customizable forms are a must for call center monitoring to effectively evaluate agent performance. There should be a feature in the monitoring tool to provide customizable forms specific to each business and their monitoring needs.
- Does the tool support a remote agent model? Managing remote agents is equally as important for call centers as managing agents on the floor. The monitoring tool should be able to track agent performance, while working remotely, with a built in feature that gives supervisors real-time check ins on remote agents’ productivity and performance. By being able to monitor remote agents, supervisors can quickly step in and make appropriate changes, if needed.
- How does the pricing work? Every software company has different plans of pricing. Some have one fixed plan, offering a fixed rate for a fixed number of features, while others vary in price according to features and plans. . Pricing should be discussed upfront to have a clear understanding of which pricing plan works best for the features needed..
- Can other call centers at different locations be integrated into the same tool? BPOs always have call centers located at different locations. It is very important for administrators and supervisors to have access to information regarding all of their locations, at all times, in one platform. . For this reason, BPOs should have the capability of integrating all business e locations into the same tool.
- Are there any resources available? Resources serve as a “go-to” in times of confusion or concerns for people using the quality monitoring tool. A software team, upon production, defines the user manuals, blogs, video tutorials, case studies and other resources needed, such as the l QEvalPro, which has its own knowledge base with all kinds of resources published for reference for its users.
- Is the quality monitoring tool scalable? It is very important for the tool to have the flexibility to be able to easily add/remove agents and/or change the hierarchy of a user. . Since call center employment is always changing, having a tool that is scalable, as well as adaptable, is very helpful.
- Are there any awards won by the company for the tool? Awards speak for themselves. If a software company has won an award for its quality monitoring tool, it directly implies that it has proven its authenticity in the marketplace. Always look for a company’s achievements, awards and reviews before making the final decision when selecting a monitoring tool.
- What are the kinds of reports that can be created? The quality monitoring tool should have a feature wherein, supervisors can create and analyze reports which will help them when making major policy decisions. An extensive reporting feature helps to analyze agent performance from every aspect and to also know the areas where they need training to meet set targets and desired goals.
So, be clear about the requirements in you have in mind and analyze the answers to the above-mentioned questions. These answers will help in selecting the tool which completely matches your business requirements.. Good luck in the selecting process!