Call Quality Practices 2012 Report Explores the Successes Achieved as a Result of Participant's Call Monitoring Efforts
(M2 PressWIRE Via Acquire Media NewsEdge) Dublin - Research and Markets (http://www.researchandmarkets.com/research/zxh9kz/call_quality) has announced the addition of the "Call Quality Practices 2012" report to their offering.
This research report delivers the results of our 10th annual research on call quality programs. The conducted research during the 2nd and 3rd quarters of 2012 to better understand how companies are monitoring call quality and other customer transactions. Companies were asked to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. They were also asked to provide their plans moving forward as well as lessons learned along the way.
Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".
Call Quality Practices 2012 profiles the monitoring technologies in place within these companies, provide an analysis of monitoring approaches, including frequency, quantity of calls, monitoring objectives, responsibilities for monitoring/feedback, timing of feedback, communication techniques, calibration approaches.
For those companies with dedicated Quality Assurance groups, we also look at how time is spent, ways to improve credibility, skill requirements, and feedback techniques. The author takes a look at how coaches are selected and trained, how coaching performance is measured, and coaching certification programs. Finally, the author explores the successes achieved as a result of our participant's call monitoring efforts.
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. Call quality monitoring refers to the process of listening to or observing an agent's phone conversations or other multi-media contacts with customers. 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. Call quality monitoring can be one of the most effective methods for improving the level of service you provide to your customers.
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.
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.
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?
The survey reveals that there are no guarantees. Some companies have experienced great success while others are struggling.
For more information visit http://www.researchandmarkets.com/research/zxh9kz/call_quality
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