Quality monitoring, in the field of customer service center management, encompasses all the activities and procedures implemented to monitor and evaluate the quality of interactions with customers and prospects. This practice involves analyzing and evaluating various types of communication, such as phone calls, emails, letters, social media messages, and support\/consulting chat sessions. Its main objective is to assess the overall quality of services provided by a customer service center and to measure the performance of the agents or advisors involved.<\/p>\n\n\n\n
When customer relations are outsourced, quality monitoring becomes essential for evaluating the quality of these relationships. Generally, this activity is conducted internally by customer service center managers and complements direct user feedback, which can be provided through feedback management systems. When services are outsourced, the client can also be closely involved in this evaluation process.<\/p>\n\n\n\n
To learn more about the different quality monitoring methods and their implementation, it is recommended to refer to resources specializing in this field.<\/p>\n","protected":false},"template":"","categories-glossary":[312],"class_list":["post-162680","dictionnaire-dico","type-dictionnaire-dico","status-publish","hentry","categories-glossary-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico\/162680","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/dictionnaire-dico"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=162680"}],"wp:term":[{"taxonomy":"categories-glossary","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/categories-glossary?post=162680"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}