What is Quality Management?

By Hal Werner

In the call center/contact center setting, quality management is composed of a combination of call recording and quality monitoring tools with the primary goals of agent performance evaluation and overall customer service improvement.

It can also be used to help ensure regulatory compliance, ongoing improvement of agent scripts and business processes, improved call center efficiency and effectiveness, discovery and sharing of common complaints and best practices, and better agent/staff training and development. Some quality management tools even include e-learning components.

Components of a call center quality management tool may include monitoring, recording, search, retrieval, evaluation, reporting, scheduled and real-time notifications, agent coaching, e-learning and more.

Learn more about Mitel’s Quality Management technology