Quality monitoring systems

According to statistics a majority of call center companies still actively ‘live monitor’ agents or use cassette recorders. Now this is designed to move these call center operations into the 21st Century.

Call center quality monitoring , random sample call recording, VoIP recording and 100% call logging are only reliable way to ensure a positive customer experience and now with Many call center size doesn’t prohibit purchasing a solution due to budgetary constraint. They continue to offer the mid to large call center the advantage of quality monitoring at thousands of dollars less than the competition

Quality monitoring systems have reached such sophisticated heights that a customer’s voice can register certain decibel levels indicating anger, foul or harsh language, and even the use of a competitor’s name. This type of call monitoring system alerts a manager so they can intervene and save the call-and keep a customer happy. Call monitoring can run the gamut from recording and evaluating call strengths and weaknesses to calibrating to limit variation in the way performance criteria are interpreted.

Call monitoring is an essential tool to help hold a call center to certain quality standards and to help both parties view those standards the same way. Call monitoring is subjective with many factors having to be considered when judging quality.

Quality monitoring systems Include Screen Capture and eLearning technology Now call center quality monitoring software measures agent performance and skill levels with scheduled recording and monitoring. The system includes QA recording, screen capture, comprehensive and customized agent scoring for total agent evaluation with extensive, management reporting.

Quality includes the following:

• Callcenter record server software
• Callcenter Supervisor Record on Demand (ROD)
• Callcenter agent evaluation with user definable scoring
• Screen Capture for agent desktop video recording (synchronized to audio)
• eLearning Management Technology
• Remote installation
• Remote training

Research shows that the process of monitoring calls in its self is not enough to produce results. Feedback needs to happen in a timely manner and be perceived by the person receiving the feedback as relevant, unbiased, practical and objective.

Added to this the theory taught on training courses does not translate into practice, or tangible results. The primary reason for this appears to be that agents and supervisors have difficulty in adapting and applying the skills developed on training courses into practical everyday situations.

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Posted by: Sales & Marketing Team
Call Centers India Inc.

Voice response systems

Efficiently accommodate participant queries about their account values, their requests to change investment options and deferral amounts, to request a loan and check loan balances, or simply to change their Personal Identification Number. Eliminate hours of manual entry with a voice response unit (VRU) from Edify. Relius Administration’s Voice Response System add the services the market demands without adding additional burdensome manual work.

The voice system gives you:

All control of the VRU performed from within the Relius Administration system. Setup of the VRU for a new plan and any modifications for existing plans is simple, and requires no extra waiting or cost. There isn’t any need to be an expert on another software system.
Minimal maintenance. Periodic hard disk backups, and updating your Voice Clips to the database when your options changes are all you need to do.

Customizable menu format. You pre-set the options on a per plan basis. For example, Plan A may allow a participant to request a loan, whereas Plan B may not. Or, for each plan, you can decide how many business days are allowable for a change to be initiated, the service/transaction fees, who gets billed, and more.

The synthesized speech is created from a pool of words that are strung together based on the input of a human operator, and the pool only contains a limited number of words as there are a limited number of combinations of words that are necessary for the train station’s purpose; financial institutions also use voice response systems to aid customers in getting account information over the telephone. The same principle applies here — since the financial institution only needs to provide the caller with a limited amount of information, it does not need to be able to generate spontaneous sentences in response to customer inquiries.

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Posted by: Sales & Marketing Team
Call Centers India Inc.