Call center quality monitoring: A supervisor's perspective

Don’t forget to regularly remind your call center agents of what’s expected of them. It’s a simple step that many people miss, but it’s crucial for keeping everyone on the same page. (Especially if you’re managing multiple call center teams, like me!)

Dialpad’s call center features are built right into the same app as our unified communications as a service (UCaaS) platform, which we use to call, video call, and message each other as we work. Other call center solutions usually offer third-party contact center platforms that don’t integrate nicely together, which means agents have to work in separate windows and tabs.

Grab the Contact Center Playbook, which breaks down everything you need to know, from setup to staffing to optimizing—with examples from real contact center teams across different industries.

Sometimes, you’ll need to take mitigating circumstances into account. For instance, your call center’s average handle time and wait time might have increased. Consider the wider context—perhaps you’ve launched a new product that requires more customer service. Again, don’t default to blaming agents for circumstances that might be beyond their control.

Dialpad facilitates better quality management for my call centers by automatically capturing and summarizing agent interactions, which requires less effort on the part of my managers to review call recordings and identify opportunities. It also stores all historical data in the cloud, allowing us to easily search through old records.