Call Recording Featured Article

Call center monitoring is an effective tool to ensure that every customer interaction is handled as it should be and that every customer experience is of the highest quality. Virtual Observer is one solution that can enable the call center manager to not only effectively train agents on proper calling methods and product/service knowledge, but also to monitor their performance and identify areas of improvement.

This latest blog post focused on the success of the Virtual Observer call center monitoring solution for HarperCollins Publishers. As one of the world’s leading English-language publishers, HarperCollins has a reputation to uphold and wants to promote a certain brand and message to all customers. Headquartered in New York, HarperCollins Publishers is a subsidiary of News Corporation.

HarperCollins was originally founded in 1817 in New York City as William Collins & Sons and focused at that time on publishing Bibles, atlases, dictionaries and reissued classics. The company has expanded over the years to include a full range of legendary authors, including H. G. Wells, Agatha Christie, J. R. R. Tolkien, and C. S. Lewis. It was acquired in 1987 by News Corporation and combined with Harper & Row.

Today, HarperCollins has publishing groups in the United States, Canada, the United Kingdom, Australia/New Zealand, and India. It is considered a broad-based publisher with key strengths in literary and commercial fiction, business books, children’s books, cookbooks, and mystery, romance, reference, religious and spiritual books.

HarperCollins is also considered at the forefront of innovation and technological advancement. The company is one of the first to digitize its content and create a global digital warehouse to protect the rights of its authors, meet consumer demand, and generate additional business opportunities throughout such channels.

Roberta Clemens, Manager, Customer Service, HarperCollins Publishers noted that Virtual Observer has become an important means of training new customer service reps, in addition to keeping the experienced reps up to par with company expectations. The publisher uses the VO system to demonstrate how a call could have been handled differently.

Clemens also said that calls that were handled excellently are shared as a training tool. She considers the call center monitoring tool to be a must for companies that are serious about proper and professional customer service.