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Unformatted text preview: 2009 The Ascent Group, Inc. 1 Improving Customer Contact Quality An Extract from Call Quality Practices 2009 Call quality monitoring is one of the most effective methods for improving the level of service you provide to your customers. Call quality monitoring refers to the process of listening to or observing an agents phone conversations or other multi-media contacts with customers. While companies can measure customer satisfaction through customer focus groups, customer contact follow-up telephone surveys, and written satisfaction surveys, the results are often not timely enough or detailed enough to help individual agents understand their impact or contribution. A call monitoring session on the other hand, if done correctly, can instantly deliver a wealth of customer information, gauge individual agent performance and reveal a lot about your business processes and policies. Not only can it improve the customer experience, it can also improve overall call center performance, reduce callbacks, focus training efforts, identify process improvement opportunities, and facilitate employee development. The industry has witnessed a proliferation of call-monitoring technology, as companies search for ways to make the call monitoring process more efficient. Industry consolidation has reconfigured vendor offerings and combined technologies to provide more robust solutions. Voice over Internet Protocol (VoIP) is also opening new doors. Recent incarnations include technologies that mine call data for keywords and others that interpret speech patterns and evaluate calls without human intervention. More features are being incorporated into technology solutions for call monitoring, making these systems more attractive to call center management and more challenging to implement. Many companies have created specialized Quality Assurance groups to monitoring agent performance, in an effort to supplement supervisory effort or offload some of the burden. There are advantages and disadvantages that must be understood. New technology and dedicated QA groups have made it possible to conduct more monitoring sessions per month per employee than were possible in the past. Has this led to higher customer satisfaction, improved call center performance, or more effective agents? Our survey reveals that there are no guarantees. Some companies have experienced great success while others are struggling. As most have found, call quality assurance is a highly complex process from both a people and technology standpoint. Quality Monitoring programs can be challenged by many factors, including: Difficulty in designing evaluation criteria Lack of buy-in or credibility Insufficient resources or time Lack of automation or poor system reliability or support Inadequate training for coaches and supervisors Inconsistent evaluation results 2009 The Ascent Group, Inc....
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- Fall '08