Call Quality Programs in call centers are an important element in monitoring and improving the Member’s experience, as well as measuring the effectiveness of people, process and technology. Call Quality Programs provide evaluation, coaching and development tools for improving the quality of your member’s interactions. Ideally improvement initiatives include both the interaction and the transaction.
There are multiple approaches to conducting call observations, many options are driven by the types of technology your center utilizes.
1. Side by side
Side by side observations are done by utilizing a simple “Y” cord to jack into the call in order to listen to the calls while sitting next to the agent. This method allows observations to be made of the transactional elements, and the interaction with the member. Feedback may be given immediately to the agent. Call Centers that do not have any other system, or their system does not capture the data screens, often conduct some percentage of observations side by side.
2. Silent Monitoring
Silent monitoring allows supervisors to listen in to both sides of agent conversations while they are taking place. Neither the agent nor the caller is aware the monitoring is taking place. This is typically a supervisory function within the ACD (Automatic Call Distribution) telephone system.
Some limitations exist in the real time monitoring function:
- Calls must be observed in real time
- Call must be in progress to observe – limiting the evaluation of the greeting
- Call cannot be “replayed” for the agent to listen to during feedback
3. Call Recording
Call Recording systems allow calls to be recorded and stored for evaluation at any time. Evaluation forms are typically embedded in the system, and scores are managed electronically. Users may choose to record all calls (typically for compliance and liability purposes) or a percentage of agent calls. Technology selection plays a role in the capacity and functionality of the system.
There are some call centers that will use a simple tape recorder plugged into the agent’s phone; this practice puts control of recordings in the hands of the agent rather than the supervisor.
4. Call and Data Recording
Most call recording systems today provide the option to record both the voice and agent screens. This allows a richer evaluation of the call; supervisors have the ability to assess both the interaction (voice) and the transaction (data screens, keystrokes etc.).
Systems are providing increasingly sophisticated functionality for the purposes of assessing quality and providing streamlined capture and search tools. Today’s systems allow the expansion of Quality Programs to not only provide actionable information regarding Performance Management, but will feed eLearning modules, customer surveys, direct agent interaction, and in depth analytics, both data and speech to search and select calls with specific transactional, or behavioral elements for review.
There are 12 essential elements of a Call Quality Program. To read more click here.
(Call Quality is just one of many important aspects of the Call Center experience. Equally important topics addressed in Callahan’s recently released Call Center Research Report include, call center metrics, essential technology, branding, agent retention, and training methods)