Mix between internal and external quality assessments

[Sunshine]

Hi,

I need some help on a project. I am putting together a customer care division for our call center. I need to know if your clients (this is an outsourcer question) do quality monitoring of your agents, and if so, what is the mix of quality monitoring they do compared to the number you do internally?

Also, could someone tell me the industry attrition rate for customer care segment.

I would appreciate any help I could gain from all you wonderful call center professionals.

Thanks

[gkern]

I can answer your monitoring questions for you. We are an outsourcer. I think that it would be easiest for you to give me a call at your convenience.

Greg Kern
CallTech
512-261-0409

[chitra]

Hi Sunshine,

We use eQaulity by Witness Systems for quality monitoring and the customer monitors the calls remotely. This software does various types of monitoring like agent initiated monitoring, random monitoring (which is normally used) , scheduled monitoring, live monitoring and business strategy related monitoring. The customer monitors calls at random and we internally monitor calls too. Every week there is a calibration session wherein a best call, average call and call that needs lot of improvement is played and feedback is shared.

[jack_welch1]

Witness, Comverse and NICE are the top players in the Quality Recording space today. If I were to pick, it would Witness for they have the full solution suite. As far as the attrition rate goes it varies by market segment, I currently do alot of work in the retail segment and the rate of attrition fluctuates between 21-26%. Again, it varies on the segment of the market you fit in.