A new report from contact center research firm DMG Consulting shows an increase in recording and quality management within the call center.
According to the “2009 Quality Management/Liability Recording Market Share Report,” the market has grown by 14 percent, from $2,389.1 million in 2007 to $2,724.3 million in 2008.
Of these findings, the contact center market contributed 4.3 percent and grew from $1,019.3 million to $1,062.8 million. This increase, while still “more modest than in prior years,” the research firm notes, is still promising with more spending on security and cost reduction solutions.
According to Donna Fluss, president of DMG Consulting, the growth that occurred in 2008 is “largely organic” with no large scale acquisitions or significant events that “shook up the market.”
“What we did have are vendors who continue to provide high-value applications that help end users solve the problems that plague them - security, risk, liability, quality and cost reduction,” Fluss said.
Quality monitoring tools capture interactions between customers and agents - ensuring excellent customer service as well as improving agent effectiveness, retention rates and first call resolution.
Along with the need to monitor quality and calls in the contact center comes the need to save on costs. For this reason, 3rd party remote call monitoring helps companies to gain needed insight and guarantees compliance without having to add extra resources or expenses.
With a 3rd party remote call monitoring specialist, businesses can rest assured that data is being collected correctly and analyzed by trained professionals who can uncover the necessary data.
BPA is a provider of remote call monitoring services that help companies improve customer service and maximize sales opportunities. Their call monitoring services include analyzing calls that have already been recorded as well as recording calls remotely in their research center.
Lisa Renda, CEO at BPA International noted
the importance call center agents’ actions play in serving as a “stamp” of quality -or lack of quality- in the call center. Renda said that a negative experience in the call center can change a customer or prospects perspective of the company – making it much harder to please that customer the next time they interact with the company. While a positive customer experience has the power to smooth out any negative transactions with the company.
“Without question, the most effective way to measure call center quality is call monitoring. By listening to a statistically valid sample of customer telephone interactions and scoring them against various criteria, companies can learn if their agents are performing up to snuff while ensuring that the agents most in need of coaching actually get it,” Renda said.
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.