What is Automated Quality Monitoring (AQM)?


Exploring Automated Quality Monitoring (AQM) in Contact Centres

Automated Quality Monitoring (AQM) is a sophisticated system that leverages technology to continuously and automatically evaluate the quality of customer interactions within a contact centre. Unlike traditional quality monitoring methods that rely heavily on manual reviews, AQM utilizes advanced tools such as speech analytics, text analytics, and artificial intelligence to assess interactions more efficiently and accurately.


How AQM Works

AQM systems analyze recorded interactions between customers and agents, focusing on various quality metrics and performance indicators. These systems can evaluate factors such as tone of voice, adherence to scripts, compliance with policies, and overall interaction effectiveness. By using predefined criteria, AQM can identify areas of excellence and opportunities for improvement without the need for extensive manual intervention.


Key Benefits of AQM

  1. Efficiency and Scalability: AQM enables the evaluation of a much larger volume of interactions than manual methods, ensuring that quality monitoring is consistent and comprehensive.
  2. Real-Time Feedback: Provides immediate insights and feedback, allowing for timely interventions and improvements in agent performance.
  3. Objective Analysis: Reduces subjectivity and potential biases associated with manual reviews, leading to more accurate assessments.
  4. Enhanced Training: Identifies specific areas where agents may need additional training or support, facilitating targeted coaching and development.


Challenges and Considerations

While AQM offers numerous advantages, there are also challenges to consider. The initial setup and integration of AQM systems can be complex and require significant investment. Additionally, ensuring data privacy and security is crucial, as AQM systems handle sensitive customer information. Finally, it is important to balance automated monitoring with human oversight to ensure that nuanced interactions are appropriately evaluated.


Implementing AQM Effectively

To maximize the benefits of AQM, contact centres should:


  1. Define Clear Criteria: Establish clear and consistent criteria for evaluating interactions to ensure accurate and meaningful assessments.
  2. Integrate with Existing Systems: Seamlessly integrate AQM with existing CRM and call recording systems to streamline processes.
  3. Regularly Review and Update: Continuously review and update the criteria and algorithms used by the AQM system to reflect changing business needs and customer expectations.
  4. Provide Balanced Feedback: Combine automated insights with human evaluations to provide a well-rounded perspective on agent performance.



Automated Quality Monitoring (AQM) represents a significant advancement in the way contact centres manage and improve the quality of customer interactions. By leveraging advanced analytics and automation, AQM provides a scalable, objective, and efficient solution for quality assurance. However, successful implementation requires careful planning, ongoing maintenance, and a balanced approach that incorporates both automated and human insights. When executed effectively, AQM can lead to enhanced agent performance, improved customer satisfaction, and overall operational excellence in contact centres.


Back to the Glossary

Call Now
Request Callback