BPA Featured Article

Join the Quality Monitoring Renaissance

By Blaise McNamee, Web Editor
February 06, 2014

Today’s customers are more demanding than ever.  In an era of mobility and social media, they have come to expect highly-personalized, near immediate responses to their questions and complaints across any and every channel they choose. In fact, a recent study conducted by Omnibus Research found that consumer patience has shrunk from an average of 10 days a generation ago to an average of just 10 minutes. Contact centers have thus been placed in an increasingly difficult position as they try to keep their agents up to the task.  

Many companies thus employ some sort of quality monitoring and agent coaching to refine their customer service practices, identifying what works and what doesn’t.  However, a recent guide to quality monitoring released Business Systems Ltd. suggests that a number of contact centers are still in the “quality monitoring dark ages,” engaging in live side-by-side monitoring of agents or use Excel spreadsheets to manually log evaluation results, despite the existence of advanced remote call monitoring technology.  These methods are extremely time consuming and labor intensive, and are almost certainly holding these contact centers back from delivering the personalized omni-channel experience their customers are demanding.

“To develop a high performing contact center workforce, it is imperative to have some kind of quality program in place to review progress, refine practices and coach staff on an on-going basis,” said Brent Bischoff, quality consultant at Business Systems, in a statement.   This simply cannot be done effectively using manual processes.

Image via Shutterstock

Business Systems believes such companies’ reluctance stems from concerns regarding proper call targeting and the effective use of such insight to improve agent performance. Bischoff notes that advancements in call monitoring technology have reached the point where these fears are no longer justified:

“Quality monitoring technology has evolved in recent years with inclusion of features like agent learning centers for agents to review and self-learn. This coupled with basic audio analytics which can be integrated with QM packages to facilitate more targeted call monitoring and evaluation, will help drive some of this predicted growth in quality monitoring, whilst addressing concerns over evaluating enough of the right type of calls.”

Moreover, cloud computing and IP communications has made this process cheaper and easier than ever. Quality monitoring can even be performed remotely by a third-party provider, allowing contact center managers to focus on actually carrying out such improvements, rather than just identifying where they’re needed.  This all serves to lower quality assurance costs and improve agent morale and performance.

If yours is one of those contact centers stuck in the past, enlighten yourself to the benefits of 3rd party remote call monitoring and join the quality monitoring renaissance today. 

Edited by Alisen Downey