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Best Practices in Packaged Call Monitoring (Quality Management )
E SOURCE, Aug 2004, Pages: 12
Packaged call monitoring or quality management (QM) applications offer an array of tools for assessing—and improving—customer service representative (CSR) performance. Screen capture, selective call retrieval powered by speech analytics, automatically generated e-learning modules, and post-transaction surveys that provide immediate customer feedback are among the most useful tools available. These applications have improved to allow more genuine monitoring for the quality of the work done, not simply its quantity.
As with any new tool, using the technology properly is crucial to getting the most out of your investment, as is change management. With call monitoring software, it is particularly important to stress the benefits of QM to CSRs, who may otherwise view increased emphasis on call monitoring as Big Brother–style micromanagement. Its a good bet that CSRs will accept the QM package as fair and functional if CSR scoring is tied to customer needs, market research, and the goals of the company; if the supervisors who use it are well-trained; and if CSRs are involved in establishing standards.
For a company that is significantly upgrading its QM equipment, its easy to start with basic QM functions and grow into more sophisticated technologies. Plan to buy from as few different vendors as possible, however; because most vendors offer similar products, examine their service plans and references when choosing one.
Properly selected and used, quality management software can achieve its goal of helping your call center do more—and better—with less.
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