Measuring Quality Assurance

[Peter Paolucci]

Hello everyone. I've just been appointed my new position and my first task is to implement a Quality Assurance Plan. We currently don't have one in place as our organization is evolving and has become a Client Contact Centre. What measuring tools are people currently using to make sure Quality of calls can be measured appropriately?

[vickiecoleman]

Witness is the most fabulous product on the market. It allows you to not only listen to your associates calls but also to see exactly what they are doing. It's amazing how much valuable coaching that can be done by being able to see exactly how an associate is moving through systems. It's increased our call center productivity and improved our quality by leaps and bounds. Plus it's easy to use!

[ccenterpro]

I agree that Witness is first rate.

Another option is NICE. The latest version is web-based and easy to create customer reports and perform regression analysis. NICE also allows a variety of recording options: real time, random, or scheduled. It will capture both the audio and data of the contact, as well as e-mail.

Above all, make sure that you scoring methodology includes what is important to your company in terms of operational execution, compliance with applicable laws, and also the "finesse" parts of the call including soft skills and meeting customer expectations, which are different for every call center.

Use the data you gather not only to coach the skills that will raise the numbers, but also to report back to your marketing and operations management what you are hearing from your customers and agents. That way you will be contributing to process and product improvements in the most valuable way anyone could imagine. A lot of centers miss this critical component. Done properly, you will earn the respect of your management and also get the funding for whatever you need because you are contributing to corporate goals.

[Call Recording Ryan]

Take a look at CSI too. They have a product designed for quality assurance call monitoring delivered as more of an all inclusive package and very feature rich;

The product is called Virtual Observer and it includes audio recording, employee screen capture, integrated evaluation and employee performance reporting capabilities.

The best part; they don't charge by agent seat at all. Instead, they charge based on the number of recording channels needed to satisfy your quality monitoring goals. AND, it is priced well under $20,000.00 (US).

They have a started package for under $10,000.00 too.

A real nice product.