Quick List: Benefits of Quality Monitoring

I was speaking to one of our customers this morning.

The customer was very happy with basic, simple call recording and was a little unsure of bringing in a robust quality monitoring system, but they were considering the upgrade (CSI's customer upgrade program delivers free software upgrades to active customers) to Virtual Observer.

My contact there, the call center manager, asked me for some basic bullets she could use to present a case for implementing a quality monitoring system.

The list I sent her was hardly complete, but a powerful reminder of how strong a short list of the benefits could be:

- reduce employee training cycle time
- reduce attrition
- generate more sales, saves and "upgrades"
- view trends over time, compare month-to-month or year-to-year and make decisions based on real performance data
- resolve disputes through call retention
- create training materials based on the best recorded calls
- automate many of your current internal QA methods

With the above list, the benefits of both quality monitoring and Virtual Observer are very, very clear.

Nex-Tech implements Virtual Observer for automating customer service initiatives

We are pleased to announce that Nex-Tech, a telephone service provider headquartered in Hays, Kansas, has selected CSI’s Virtual Observer Professional for call logging, screen capture and quality monitoring. Nex-Tech will be using Virtual Observer to enhance customer service initiatives.

Amy Normandin, Nex-Tech's internet help desk supervisor, said "We chose Virtual Observer based on the features it offered, the fact that it would be easy to use & implement, and the price for the overall package".

About Nex-Tech:
Nex-Tech is a subsidiary of Rural Telephone, a leader in the telecommunications industry since 1951. The goal of Nex-Tech is to provide the highest quality service possible to our customers at affordable prices. Rural Telephone and Nex-Tech have provided services for 50 years.

These are the rules of business...in call logging terms, that is.

With the rise of a number of regulations and security standards, including PCI and HIPAA compliance, more and more companies are seeing the requirement to record every call and keep them archived for X years, but also to keep them encrypted.

From the SMB up to the Enterprise, there seems to be no escape from compliance. This has created a tremendous demand for highly-reliable, highly-accessible, tightly-secure call logging systems.

Ok...so now your company has every call made in and out of your operation.

The contact center team wants to play back calls for quality monitoring purposes.

You have a gazillion calls per day mounting -- how does your quality supervisor find the ones which he should evaluate?

With Virtual Observer, we apply business rules which determine which calls show up in which supervisors' queue. Business rules can be defined as calls with recorded screens, calls from customer X, calls which are X minutes or longer, calls handled by agent A, calls passed from agent A to agent B, etc.

The complexity of your business rules depends on the different ways you are capturing data with the call. You may have CTI, or simply an SMDR feed. You may have agent tagging, which allows for the agents to tag calls with special notes or codes.

Applying business rules to your call logging solution can turn a mountain back into a molehill, which your supervisors will appreciate.

Related articles by Zemanta

• Thriving in 2010: Top 5 Priorities for Contact Center Managers according to Donna Fluss (fredzimny.wordpress.com)