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New Level of Call Center Monitoring Arrives

3rd Party Remote Call Monitoring Feature

March 01, 2016

New Level of Call Center Monitoring Arrives

By Steve Anderson, Contributing Writer

Already well-known in the field of performance evaluation, transcosmos recently brought out a new call monitoring service designed to further improve call center operations. Known only as QICTO, the system will get an initial rollout targeting 20 use cases, primarily with some of transcosmos' currently existing clients, by the end of this fiscal year.


One of the biggest problems with call center monitoring is that the tools involved are often measuring things that shouldn't be as important as they are, particularly “customer handling” operations. Sometimes there aren't even enough resources pointed at monitoring to begin with. This makes it particularly difficult to establish a plan-do-check-act (PDCA) cycle at the call center, and that's where QICTO steps in.

QICTO tries to establish not only more, but also better, monitoring, offering a means to establish better performance indicators as well as a more effective overall monitoring profile. The QICTO system allows companies to monitor with specific goals in mind, like developing the voice of the customer and delivering better customer experience.

Better, the QICTO system operates continuously, allowing for better overall monitoring over the wider span of time. Yet at the same time, the QICTO system can also focus its feedback on individual call center agents, allowing for better individual response and growth accordingly.

Early reports so far suggest that QICTO is well-received where it’s been used; total satisfaction was on the rise, and time required to prepare reports dropped from an average of 10 hours to just one hour, suggesting that if nothing else it should yield significant time savings in generating reports. Time savings are almost as good as cash savings, as time savings often eventually yield cash savings.

Call center monitoring can be something of a problem. A Dilbert strip once reflected this, noting that one call center rep was spending too much time on calls, on average, and was instructed to improve this metric or face firing. So the rep—whose next call was Dilbert himself—took a matter of seconds to shout at Dilbert to talk faster, and then hung up on him after barely starting the call. The rep was then given a bonus check for reducing his average call time in spectacular fashion. This represents results no one wants to see in a call center; we want first-call resolution, and not because someone hung up on the caller and wouldn't accept any further calls. What is measured is just as important as how it's measured, and if we're measuring the wrong things, we can look forward to the wrong results.

Getting better results is a vital part of a call center operation, and in the end, systems like QICTO might be just what's needed to improve that measuring. Better measuring means better results by measuring the things we actually want to achieve. 

 
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