CallCopy, DMG Consulting Release '2009 Contact Center Quality Assurance Guide'

In response to the current global recession and the corresponding decrease in consumer and business transactions, call centers everywhere are cutting back staffing to the bare bones. Yet companies are putting increasing pressure on call center managers to maintain service levels and improve the quality of customer service – despite the fact they have fewer agents to work with.


As such it has become critical for call center managers to have the right tools for tracking agent performance on an automated basis. Monitoring live calls manually or going back through call recordings and listening to interactions for quality assurance purposes no longer cuts it: If you lose one customer today due to a bad agent interaction, then you’ve probably lost dozens more due to word of mouth and the viral nature of the Internet. Call center managers need software solutions that can help them track agent performance in near-real time, so they can nip service issues in the bud before they begin to impact customer satisfaction.
 
Systems which automate quality assurance in the call center have become essential. That’s why CallCopy (News - Alert) Inc., which offers advanced, IP-based call recording, quality monitoring and performance management solutions, today released the “2009 Contact Center QA Guide: Building a World-Class Quality Assurance Program.”

Developed in partnership with DMG Consulting, the 95-page guide is designed to help call center managers and supervisors build world-class quality assurance programs -- whether they are building a new one from scratch or enhancing an existing program. In addition to detailing the steps contact centers should take to ensure a strong, effective and well-received QA program, the guide includes quality monitoring best practices and sample QA forms. It also offers in-depth coverage of QA program benefits; lists the basic components of a QA program; helps you create a QA leadership team; helps you develop a QA call evaluation form; helps you formulate QA monitoring criteria and guidelines; offers advice on how to carry out the calibration process – it also covers agent coaching and training.

“A quality assurance program isn’t an option for contact centers; it is essential for the success of the contact center and entire organization,” said Donna Fluss, president of DMG Consulting, in a release. “This guide is designed to help companies that are building their first QA program and organizations that want to enhance and improve the performance of their existing QA efforts.”

According to Jeff Canter, chief operating officer for CallCopy, the guide goes beyond simply discussing quality management concepts and provides step-by-step instructions for building, and maintaining, a QA program.

“Rarely will companies find this depth of information on QA available in one place, let alone in a free guide that provides templates for success,” Cantor said in the release. “Given the importance of quality assurance to the contact centers we serve, however, we realized the value of the material presented and wanted to make it available to as many companies as possible.”

To download a copy of the “Contact Center QA Guide” click here.

CallCopy made news in April when it announced that Pluto Networks, a consultancy offering services in networking, security, VoIP, optical and wireless technology, is now reselling CallCopy’s suite of solutions.

CallCopy’s cc:Discover suite bundles call recording, quality monitoring, performance management and survey solutions onto a single platform. CallCopy has grown quickly due to the fact that its products interoperate with, and/or it has partnerships with, Avaya, ShoreTel, Cincom, GMT, CNP Technologies, Nortel, Cisco, Siemens (News - Alert) and others. What’s more, it uses CallMiner’s speech analytics technology for mining recorded interactions to uncover trends in agent performance and customer behavior, giving call centers deep insights into how agents and customers interact and thus enabling them to fine tune the customer experience.