Quality Monitoring

Wessex Water is a water and sewage treatment business covering 10,000 square kilometres of South West England. It supplies 1.3m people with around 284m litres of water a day and treats 475 million litres of sewage from 2.7m customers a day. Voted ‘Utility Company of the Year for 2011’ the Customer Service Unit (CSU) based in Bath operates 24 hours a day, 365 days a year and handles over 150,000 calls a year. The CSU’s objective was to monitor and...

Equity Insurance Group is a specialist motor insurer in the UK comprising Equity Insurance Partnerships (EIP), Equity Red Star and Equity Claims Limited. With key operating facilities in Colchester, Brentwood and Swansea, the group employs around 500 agents providing an end-to-end service dealing with insurance enquiries, sales, renewals, claims, fraud prevention and service recovery. With the continued aim to improve service management and efficiency whilst maintaining compliance, Equity Insurance Group has invested in a new call recording and quality monitoring...

Teachers Provident Society, the fifth largest friendly society in the UK, has recently chosen to partner with Business Systems UK Ltd. Business Systems has improved the way the society transacts business, by facilitating telephone ordering and campaign measurement with an advanced call recording and quality management solution. Teachers Provident Society, based in Bournemouth has provided financial services to the teaching profession since 1877. Today the organisation offers a wide variety of savings, investments, retirement benefits and life assurance as well...

Business Systems UK Ltd is working with Prolog in developing a fresh approach to quality management with an advanced recording and performance analysis solution, NiceUniverse, one of the leading solutions offered from Business Systems. The new quality monitoring solution from Business Systems will improve productivity, achieve better call control, resolve disputes and increase staff motivation. Prolog provides a comprehensive range of marketing and customer support services, ranging from warehouse storage, to designing marketing creative and account management. Originating as a...

Last Updated August 2016 In virtually every contact centre it is now common practice for agent’s calls to be monitored and evaluated by their supervisor or quality specialist. But is your contact centre receiving real value from quality monitoring? Below we have listed a few tips on how to do just that. 1. Assign Quality Ownership It sounds obvious, but if nobody wants to own the process, how can it be audited and calibrated to ensure it is effective and...

Business Systems UK Ltd (BSL) 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, BSL's 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 looks back over 10 years... It is probably the best thing we ever did. As a company that has been constantly banging the ‘quality’ drum and promoting the message of ‘agent improvement’ to contact centres it stands to reason that we should set ourselves a quality standard against which we could be measured and held accountable, so we did. That programme in the early nineties became our ISO-9000 standard for our ‘Professional Services’ operation and this means that we...

Vocal IQ version 2, offers mid sized call centres a time saving program which helps ensure that the most important calls are the ones evaluated. The software allows supervisors to set up ‘rules-based recording’. This function allows management to decide exactly what is recorded and to mark important calls for evaluation. An example of its use is where managers decide to mark particular calls of interest e.g. 5% of inbound calls to the Sales Team which came in on a...

For mid-sized call centres a new release in the Vocal Recorders range, Vocal Interaction Quality Version 2, now offers a 'dashboard' facility similar to that of the high-end quality monitoring packages. This facility gives managers a 'homepage', which can be customized to provide a snapshot of up to 16 reports in chart format. Managers and evaluators can therefore see the overall status of the call centre by viewing multiple charts on a single page. For example, reports such as 'Quality...

In parallel with the Exhibition, Business Systems hosted a specialist conference focusing on techniques and technology to improve performance in contact centres. Judy Smyth from the Call Centre Association (CCA) started the conference with a keynote speech that highlighted the most pressing issues for contact centre managers. One common challenge for call centre managers was the need to secure support and involvement at board level. History shows that without board involvement, operational targets and standards are at risk of not...

... to improve training, increase sales and productivity The Eurotunnel Contact Centre in Folkstone, Kent, handles all customer enquiries for Eurotunnel's passenger shuttle service, the 35-minute roll-on/roll-off train service that operates through the Channel Tunnel between Folkestone and Calais. 120 full-time staff provide multi-lingual telephone support to one million callers every year from across Europe. Staff are required to deal with a variety of travel enquiries, provide telephone support to on-line customers and take sales directly over the telephone. The...

[Last Updated: August 2016] For the more information on QM, Check out our Quality Monitoring Advice Hub and our latest industry report on The state of Quality Monitoring - 2016 in the UK. In almost every contact centre agents' calls are monitored and evaluated by their supervisor or a quality specialist. But is your contact centre receiving real value from this quality monitoring process? If your agents are being evaluated just a few times a month and the results are merely...