Quality Monitoring

Most UK Contact centres today adopt some sort of quality monitoring. If done correctly it is an extremely valuable tool that can help gain customer insight and significantly improve customer service results. Call quality monitoring is critical for maximizing agent performance but is often done in a rush and without a well thought out strategy. 8 tips to help you maximise your Call Quality Monitoring efforts 1. Choose the right people for Quality Monitoring Evaluation Quality evaluation is only as...

A number of valuable insights were shared as a result of the webinar we hosted with Call Centre Helper on Best Practices in Call Quality Monitoring.  Thanks to our brilliant speakers and enthusiastic audience participation, the team came away with some golden tips on call quality monitoring that we wanted to share with you. 1. Have a group of agents that are quality advocates, middlemen between quality and agents. They can provide feedback both ways and suggest improvements to get...

Making or receiving telephone enquiries from customers? The way you handle your sales calls has a direct impact on your bottom line. Do you know – really know – how your reps are performing over the phone? Do you know the strengths and weaknesses of each employee? Or who your best and worst performers are? With professional call recording you get crystal clear insight and indications of where measurable improvements can be made to help with conversions. Here’s a short introduction...

Contact centres are reaping the benefits of call quality monitoring. The $136m market is forecasted to grow by 6% over the next five years.* It’s no surprise, really. Quality Monitoring (or QM for short) is one of the core technologies behind improving contact centres’ agent performance. But not all Quality Monitoring applications are born equal. Here’s a primer on some of the latest QM technologies. When the time comes it will help you find an application that fits your business,...

We recently held a forum with the Institute of Customer Service at Axa Wealth offices in Basingstoke and thanks to some audience participation we took away some helpful tips we thought we’d share with you, so here goes… Some of our presenters on the day.... Consider tying in the number of agent evaluations you conduct to experience and performance – For new agents plan in more call evaluations and adjust evaluation efforts based on progress and aptitude Think about how...

For those of you that missed it we had a great response to our latest guide on quality monitoring (QM). During our research phase it transpired that there are still a number of contact centres out there using live agent monitoring during calls as their main means of evaluating performance instead of tried and tested quality monitoring technology. We firmly believe this is down to a lack of understanding of how the technology has evolved and how costs to implement...

With 6.5 million carers across Great Britain, charity organisation Carers UK was set up nearly 50 years ago to offer support to unpaid carers looking after family or friends. Providing a telephone advice line to help sustain carers with emotional support and guidance, they recently appointed 10 home-based volunteers to complement the 2 office based advisors who collectively handle over 100 calls a day. Carers UK identified a need for call recording to support this pilot ‘volunteer project’ and when...

“Your call may be recorded for training and quality purposes.” We’ve all heard the message dozens of times. But are businesses making the most of call recording technology? Perhaps not. In a dash to keep up with best practice or compliance, lots of contact centres implemented call recording but in some cases without fully understanding the benefits. Time for a quick primer on what’s possible. 1.Resolve more disputes, with less hassle No customer service rep or contact centre agent goes...

Every call centre wants to improve the quality of its agents’ call handling. Unfortunately some of the methods for doing so can be pretty outdated. How can Call Quality Monitoring help? Here’s a run-through of the call quality monitoring techniques that reap rewards and those that, well, don’t - from the stick-wielding days of old to the modern call quality monitoring technologies of today. Side-by-side agent monitoring Here’s a fact. Call recording came to prevalence in call centres in the...

The latest ‘Workforce Optimisation Technologies forecast’ released by Ovum estimates the spend on contact centre quality monitoring (QM) technology to be $141 million across Europe in 2014 with slow but steady growth predicted over the next five years. This is somewhat surprising for a technology in the mature stage of the adoption lifecycle and which has been readily available since the mid 1990’s. A recent guide to contact centre quality monitoring launched by call recording specialists Business Systems (UK) Ltd...

Business Systems UK Ltd announces successful completion of a pilot launch of its Contact Centres Consultancy Division. This division was launched in recognition of customers' need to create or enhance quality management programmes. Following the successful pilot launch of this programme, Business Systems in-house industry experts are concurrently running four projects within well known UK contact centres. "Quality management has become more complex, and increasingly important for our contact centre customers. Our in-house consultants are uniquely experts in both quality and...

Quality Management technology first appeared in Call Centres around the mid-nineties and for some it is still firmly rooted there whilst for others it has morphed into a more dynamic beast – driving performance, business processes and customer satisfaction. At its most basic level quality management is the process of monitoring and measuring how well agents handle customer transactions but enhance this application with smart technology and now we start to quantify the customer experience and grow the bottom line....