Quality Monitoring

Call Quality Monitoring is a call centre software solution and is used in many contact centres to help boost customer satisfaction. They are also used to help identify areas for agent training, and therefore improvement.  A Call Centre Quality Monitoring program is when an organisation listens to and evaluates customer interactions. The main goal behind this is to improve call handling, call scripts and customer service. QM can also improve average handle time (AHT) within the contact centre.  Why is...

Our latest webinar, ‘Top Tips for Combating Challenges in The Contact Centre’ was packed with an array of knowledge, best practice techniques and even a very good list of suggestions on what to watch next on Netflix, thanks to our audience contributions! (Tiger King it is then!). To catch this webinar on-demand, check out this link:Top Tips for Combatting Challenges In The Contact Centre During COVID-19 Here are the top takeaways from the day: Demand V Customer Service COVID-19 has...

This year, we have teamed up once again with The Forum to find out if and how contact centres in the UK have improved in streamlining their Quality Monitoring. With the help of our expert ‘Quality Management and Training consultant’ - Brent Bischoff, we’ve handpicked a selection of some of the most interesting results drawn from our annual survey – ‘The State of Quality Monitoring – 2017'. The most surprising result from this graph is that contact centres are failing...

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM). On the back of this, here is a bite-sized version of the most valuable takeaways from the day. Refining the QM Performance Cycle Step 1: Analyse/Evaluate The QM performance cycle is something most contact centers will be familiar with. However, most contact centers are failing at step 1. According...

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate agent training is imperative for success. Unfortunately, making time for training doesn’t always seem possible. Contact centers are notorious for being extremely busy and agent time is closely monitored to ensure that customers’ calls are promptly answered. There are a few things that you can start implementing immediately to help meet training needs while investing less time and effort and improving your outcomes... The rest...

Business Systems’ partner NICE has recently released NICE Quality Central, a new quality management solution that incorporates all types of customer interaction data, drawn from any source, into a holistic and comprehensive evaluation process. This enables organizations to increase employee engagement, improve process efficiency, and deliver a superior customer experience. NICE Quality Central is the only recording-agnostic, enterprise-scale solution of its kind in the market. Based on NICE’s deep expertise in quality management, the new solution has been proven to: Reduce...

Real-time feedback is used primarily by contact centres and is the ability to monitor conversations in real-time and intervene where necessary to improve the outcome –whether it is preventing an issue from escalating, taking advantage of a cross-selling opportunity, or simply advising an agent on a specific topic, process or tool. To understand if this technology has been seamlessly embedded in the daily operation of contact centres and what its benefits and drawbacks are as experienced by those that use...

Leaders in customer service are well aware that every customer contact can impact their contact centres bottom line. It is for this simple yet important reason that call quality is increasingly highlighted and monitored within contact centres. Today’s Quality Monitoring (QM) programs however, do not come without their faults, where some of the processes and corresponding functionalities to support these incentives are often outdated. In a market that is rapidly changing due to increased customer expectations, Speech and or Interaction...

Equiniti and Dekra secured their spot within two hotly contested award categories Winners will be announced during the Awards Dinner in London on November 21, 2016 Business Systems (UK) Ltd today announced that two of its customers, leading business process services provider Equiniti, and business performance optimisation specialist Dekra, have been selected as finalists in the European Contact Centre and Customer Service Awards (ECCCSA) competition. Equiniti and Dekra were awarded finalist positions in the ‘Best Deployment of Customer Insight’ and...

It is Part 3 of The Insider’s Guide to Live & Legacy Call Recording and we would like you to meet Anna, a Control Centre Manager who works within the Emergency Services sector. Meet Anna Anna is the Control Centre Manager of an ambulance service control team. Her responsibility is to oversee the team of call handlers (often also known as medical dispatchers) and ensure that all incoming calls are handled to the expected high standard. In this series Anna...

Call quality monitoring (QM) has become common practice in almost all UK contact centres, with agents’ calls being monitored and evaluated by their supervisors or quality specialists. But is your contact centre receiving real value from your quality monitoring programme? With this blog post we aim to offer a few tips on how to do get the most out of your quality monitoring efforts and deliver results. Quality monitoring processes and consistency: Big problems can arise when it comes to...

What is Quality Monitoring in the contact centre? Call monitoring in the contact centre is the process of listening to live or previously recorded calls in order to: Audit the performance of agentsimprove the service provideddevelop sales or support strategies Call monitoring allows managers and team leaders to identify problems as quickly as possible, maintain quality standards and improve agent and overall call centre performance. Call Quality Monitoring technology, is call centre software which allows you to go one step...

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....

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...