Quality monitoring systems

According to statistics a majority of call center companies still actively 'live monitor' agents or use cassette recorders. Now this is designed to move these call center operations into the 21st Century.

Call center quality monitoring , random sample call recording, VoIP recording and 100% call logging are only reliable way to ensure a positive customer experience and now with Many call center size doesn't prohibit purchasing a solution due to budgetary constraint. They continue to offer the mid to large call center the advantage of quality monitoring at thousands of dollars less than the competition

Quality monitoring systems have reached such sophisticated heights that a customer’s voice can register certain decibel levels indicating anger, foul or harsh language, and even the use of a competitor’s name. This type of call monitoring system alerts a manager so they can intervene and save the call-and keep a customer happy. Call monitoring can run the gamut from recording and evaluating call strengths and weaknesses to calibrating to limit variation in the way performance criteria are interpreted.

Call monitoring is an essential tool to help hold a call center to certain quality standards and to help both parties view those standards the same way. Call monitoring is subjective with many factors having to be considered when judging quality.
Quality monitoring systems Include Screen Capture and eLearning technology
Now call center quality monitoring software measures agent performance and skill levels with scheduled recording and monitoring. The system includes QA recording, screen capture, comprehensive and customized agent scoring for total agent evaluation with extensive, management reporting.

Quality includes the following:

• Callcenter record server software
  
• Callcenter Supervisor Record on Demand (ROD)
  
• Callcenter agent evaluation with user definable scoring
  
• Screen Capture for agent desktop video recording (synchronized to audio)
  
• eLearning Management Technology
  
• Remote installation
  
• Remote training

Research shows that the process of monitoring calls in its self is not enough to produce results. Feedback needs to happen in a timely manner and be perceived by the person receiving the feedback as relevant, unbiased, practical and objective.

Added to this the theory taught on training courses does not translate into practice, or tangible results. The primary reason for this appears to be that agents and supervisors have difficulty in adapting and applying the skills developed on training courses into practical everyday situations.

For More Informations
Call Centers India Inc.
Posted by:
Sales & Marketing Team