Call Monitoring 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 focus too much on the negative behaviors that are identified in recorded interactions. Companies that are more successful with their quality assurance program use the call record to share success among agents. Most interactions in most contact centers are handled well. Using recorded interactions to encourage strong behavior is just as important to reducing errors or exceptions. Fairness and encouraging agents are important components of retention, not to mention improving quality.

  Call Monitoring Solutions

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

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