CSI puts quality monitoring to work for eRx Network

A while back we posted the announcement that eRx Network had selected Virtual Observer, and now we're pleased to publish the full success story documenting the performance gains achieved by the eRx contact center after implementation. Here is an excerpt:

"We track several quality metrics using Virtual Observer, including weekly, monthly, and quarterly quality assurance scoring averages per agent, team, and center," said Joseph Balcken, contact center quality manager. "We believe that immediate access to more data, as well as reliable, consistent reporting of QA scores, have improved the department’s overall quality -- a dramatic result that is attributable to our use of Virtual Observer."

Read the full quality monitoring success story here.

Three ways call recording and quality monitoring can provide an instant return on investment

There are many different ways a call recording and quality monitoring system can provide benefits, both in the short and long term.

Here is a quick bullet list of three ways that come to mind based on customer feedback, providing them with an almost instant return on investment.

• Call center customer service agents, knowing they are going to be recorded, may be motivated to start stepping their game up. They'll want their scores to be decent. If the implementation of the call monitoring system is rolled out in a positive manner, the employees will embrace the effort to make them better at their jobs.
  
  
• If your company implements a call logging solution, capturing every call, you'll never be caught missing that important call which can be preserved for training purposes. For example, a customer was able to play back and score a call which captured an agent saving a large customer's account. The "why" behind the possible cancellation and the "how" the save was conducted was preserved as training material for all new hires.
  
  
• In some cases, call recording can help catch fraud. A system was recording for just under 48 hours when it captured a fraudulent customer calling in to activate his stolen credit card. The caller had presented all of his contact information, and the recorded call was presented to the authorities.

Call center quality monitoring can yield dramatic improvements

The core quality assurance features which come bundled with Virtual Observer helped to make SRA Associates' recent call recording implementation a resounding success:

Read this excerpt from an article on TMCnet:

The Virtual Observer team implemented a system to record calls of SRA’s Samsung (News - Alert) phone system. Using an SMDR feed, the calls are able to be tied back into the agent database. Screens are captured and synchronized to give SRA a complete perspective on the customer's interactions. SRA leverages the integrated evaluation, screen capture and performance reporting to automate the quality process and reduce agent turnover as well as improve customer satisfaction.

"Virtual Observer presented a strong value proposition, and I would recommend it for any financial services organization," offered Chiara, as he turned on his pc screen, which showed thumbnails of his entire staff's desktops. Using VO Live technology, John can double-click on an agent desktop, go full screen, take control, or chat for assistance. "VO Live is one of the features that sold me. The power was apparent," John added.

Continue on reading the entire article SRA Associates Sees Dramatic Improvement in Call Center Performance...