Call Center QA Featured Article
Advanced Monitoring Expected to Improve Customer Experiences
The availability of powerful, next-generation visualized monitoring tools could greatly improve experiences across all customer touch points. Kolmisoft plans to fully integrate billing software MOR and 5gVision, an advanced VoIP and SNMP monitoring system, to enable this capability.
According to this VoIP Biz News report, this latest innovation is the result of customer data gathered by MOR. The new feature is designed to provide both current and prospective customers with powerful tools that will enable a wide range of capabilities. More than 30 parameters will receive consistent monitoring to ensure regular updates to information often easily overlooked.
Such parameters will include the percentage of short calls, the percentage of various disconnect codes encountered when making calls and more. Pricing and profit statistics will also be made available to customers.
The new model includes a primary tool, the 5gVision, which bases statistics and reports on elaborate statistics that are pre-calculated. Data for these calculations is captured around the clock by monitoring all points used in call routing. A high volume of data collection provides more information for better decision making. Plus, call center management doesn’t have to watch connections all the time, providing for more flexibility.
This new MOR billing and routing technology will enable the acquisition of new customers as providers will be able to easily begin managing new business models. Telephony is expanded to retailers and residents through calling cards and call shops. No additional equipment is needed and one single solution ensures the management of any type of business model.
One client, Andrew Han, CEO of LUCA Technology GmbH, noted that his business model was instantly transparent upon implementation. Monitoring the softswitch became nearly an instant process. The software now provides a model to see exactly where activities are taking place, such as active calls, short calls and even profit evolution over time.
This type of transparency is critical in the customer service environment, but the call center overall benefits from the availability of 3rd party remote call monitoring on a regular basis. The BPABuilder.Remote Call Monitoring solution from BPA Quality is the core product within its suite of call center quality products. The solution was designed to provide accurate and actionable feedback to agents and supervisors so that ongoing improvements can be top of mind at all times.
The process starts by sampling live or recorded calls and measuring the customer interaction based on industry standards or those established by the call center. The observations are produced as actionable scoring and feedback that can be used to provide information and additional coaching to agents on the phone. 3rd party remote call monitoring provides an unbiased approach to quality management, ensuring all activities are working toward a common goal.
Edited by Ashley Caputo
