Customer Interaction Monitoring: How Well Do You Manage Quality And Compliance?

  • 11 August 2020
  • Colm Barry

Positive customer interactions and experiences are essential for any business wanting to be successful. Monitoring this is an important step to improving the quality and compliance of your services. While this may seem straightforward, there are some challenges that enterprises (big or small) can face.

As remote working has become - dare I say it - the “new normal”, rethinking your customer interactions is vital. This can be the key to attracting and securing loyal customers!

Just one negative experience can turn a customer off your company for life. So, it’s vital to make sure that your sales and support teams follow the correct procedures regarding quality and compliance.


Customer Interaction Monitoring

When customers are more engaged, they are more willing to spend time with your product or service. They will feel as though they also get some benefit from the small interactions. Customer interaction monitoring involves keeping track of these mutually beneficial communications and ensure your company is presenting itself in its best light.


Managing Quality And Compliance

Quality management and compliance plays a big role in customer interaction monitoring. So, it’s important to examine your company’s Quality Assurance (QA) Standard or Program. A good QA program should establish your brand’s key values so that your teams can work to uphold them. Having key values in place also makes it easier to evaluate the success of your QA Program.

Although checking the quality of your interactions is important, it is essential to monitor compliance. Making sure that your company keeps in line with the set standards of your industry helps to keep you and your customers safe. No matter the industry you’re in, it’s vital that your team keeps in line with the necessary regulations.


Why Is Customer Interaction Monitoring Important?

When a customer has a bad experience with your company, there are some very real consequences. If negative experiences start early in the relationship, customers are more likely to take their business elsewhere. They can also spread their experiences through word of mouth or negative reviews. This will end up deterring other people from doing business with you.

A positive experience can lead to a loyal and profitable relationship. These are the relationships that businesses strive to build!

However, this cannot be done blindly. You need to understand the experience your customers are having with your business. This way, you can know what to improve and how to attract more customers.


Challenges For SMEs And Enterprise Businesses

SMEs and enterprise businesses face different challenges surrounding customer interaction monitoring. These can lead to a deterioration of quality, compliance, and customer conversions.

SME Business Challenges

When it comes to assuring quality, SMEs might face growing pains as they expand. As more people come on board, the quality of customer interactions may dip as new agents learn the ropes. This is precisely where a good QA Program can come in handy.

Because these businesses are still growing, they also may not have the right technology at hand. For example, they may not be using applications suited for spotting trends or keeping QA Scorecards.

In addition, they may lack standardized processes for monitoring quality across different channels. Nowadays, interactions with customers can take place via email, webchat, social media, over a voice call, and more.

These interactions need to be quick, succinct, and ultimately satisfying for the customer. But, with multiple channels, it becomes more difficult to track everything.

Enterprise Business Challenges


Larger corporations, as well as SMEs, have mostly transitioned to remote working during COVID-19. The challenge of overseeing staff and monitoring customer engagement has become more difficult. This is because there is little to no face-to-face interaction anymore.

Thus, managers must work harder to keep their employees motivated and in line with compliance regulations. While this is more challenging with remote employees, it is possible with the right technology!

Enterprises need to focus on implementing new solutions to monitor quality and compliance. This is especially important for organizations in Health and Government sectors where it is crucial to remain compliant.


The Solution

It is essential for organizations to maintain quality customer interactions to ensure satisfaction among their customers. All the while, they need to ensure that they are fully compliant with industry regulations.

Revamping your customer monitoring interaction processes can improve the quality and compliance of your services. This leads to higher levels of quality engagement, which increases the satisfaction experienced by customers. In turn, you’ll see more customer loyalty.

There are several ways to better manage quality and compliance. You need to put standard processes in place to monitor the interactions between your agents and customers. These processes can include things such as QA Scorecards and QA Programs which include coaching and training.

As mentioned above, a good QA Program will help your team to better understand your company’s values. They can use these values as a guide on how to interact with your customers. QA Scorecards are very useful for evaluating your agents and teaching them how to respond in different situations.


Implementing dedicated customer interaction monitoring software can be beneficial for enterprises of all sizes. This type of software can help managers evaluate the performance of their sales and support agents. It can provide an all-in-one solution to help companies better manage their quality and compliance.

Although monitoring can reap huge benefits for your company - training programs should not be overlooked! Your agents are the face of your company. Improving the way that they engage with customers can be invaluable.

Training programs and proper coaching can help employees learn how to deal with any challenges that may arise when interacting with customers. It can also upskill them when it comes to using processes that can optimize their performance.


The Bottom Line

Sales and support teams can really benefit from better customer interaction monitoring. QA Scorecards and QA Programs are a necessity as they can help your agents provide the best service possible.

Thus, it’s worthwhile to look into a product that can do the heavy lifting for you - like Leaptree Optimize. Enhancing your customer interaction processes can help you to attract and secure loyal and profitable customers!