Call Monitoring Process and Trends

Pure random or selective call monitoring of a contact center agent without any real intelligence of the outcome of in the customer-agent interaction or type of interaction is less appealing than it used to be. Organizations that are more mature in their quality mangement efforts are more interested in reviewing agent calls in the context of final disposition. Many contact centers are still using the mindset of X recording interactions per agent per month.

Now that technology is more cost efficient to provide higher volume recording at a comparable cost to random, the definition of quality needs to broaden across the market to encompass broader corporate objectives.

Although agent behavior is one element of quality, but call monitoring can support other, broader elements of quality like reviewing sales by value, or reviewing interactions with multiple transfers, etc.

Agents understand that it's a normal part of doing business in the contact center industry -- and agents want fairness. A comprehensive call monitoring solution ensures fairness. By having a broad assortment of interactions available for playback, the agents know they can always appeal to someone else if they feel the supervisor isn't evaluating them fairly.

In terms of training, some call monitoring processes focus too much on the negative behaviors that are identified in recorded interactions. Organizations that are more successful with their quality assurance call monitoring programs use the call recording to share success among agents. Most interactions in contact centers are handled well. Using recorded interactions to encourage strong behavior is just as important to reducing errors or exceptions. Fairness and motivating agents are important components of employee retention, not to mention improving service quality.

  Call Monitoring Tools and Solutions

VPI's Activ! Voice and Activ! IQ Call Monitoring tools provide valuable insights into customer service and agent effectiveness. The VPI QUALITY™ call monitoring system offers the ability to playback multimedia interactions recorded by VPI CAPTURE™ to easily discover and evaluate common mistakes, resolve problems, and create new solutions. VPI's call monitoring system offers the most flexibility in call monitoring forms generation and their changes over time – delivering the most effective results possible to meet your specific business requirements.

  Sample Call Monitoring Evaluation Forms

The following are samples of quality assurance evaluation forms developed in and exported from VPI's Activ! IQ employee call monitoring software tool:

• Customer Service Call Monitoring Evaluation Form
• Helpdesk Technical Support Call Monitoring Scorecard
• Sales Qualification Call Monitoring Form
• Health Care Claims Call Monitoring Evaluation Scorecard

  Call Monitoring Tips News

Understanding and Overcoming the Challenges of Quality Call Monitoring

Interactions Recording and Call Monitoring Tips: Optimize with VPI

Insiders Talk: What's New In Call Monitoring Systems

  Call Monitoring Software Resources