UK and IrelandCall Quality Monitoring
Welcome to the Call Quality Monitoring subject, the available knowlege bank articles are displayed below.
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A 'Box' Full of Quality
Too many call centres simply don't do quality, never mind have a quality process to support their call handling. Why does this happen?&nb… View
Call Calibration
Call calibration is designed to bring consistency with overall call monitoring across a contact centre. It is the process whereby a group of ca… View
Call Control
Call control is about controlling the conversation with a customer. There is a cost to the lack of call control and this is observed in longer … View
Call Fulfilment
Call fulfilment is about delivering the outcome which is the purpose of the call. On many instances customers tell tales of having to make a nu… View
Call Monitoring
Also known as Quality Monitoring View
Call Recording - Case Study 1
It all began in the back of a cab 50 years ago, when four taxi drivers decided to start a business together. They could not possibly have envisaged… View
Call Recording - Case Study 2
It has been a common misconception that call recording is a luxury, only needed by large contact centres, whereas small to medium sized businesses … View
Call Recording for Mystery Shoppers
TP was amongst the first to recognise the need for business continuity and exceptional workload management in contact centres, they trebled the siz… View
Call Tracking
Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'. C… View
Contact Propensity
Contact propensity is referred to as the likelihood of a customer repeat contact. This propensity is said to increase where after call wrap not… View
First Contact Resolution (FCR): Agent Perspective - Internal Resolved
First Call Resolution (FCR) can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an… View
Monitoring - Performance
Quantitative and Qualititative aspects of monitoring View
Quality Monitoring
Also known as call Monitoring View
Quality Monitoring - in search of the Holy Grail
Fact - Quality excellence is a recognised must for any organisation. Fact - For your customers, you are only as good as the last interaction that y… View
Requirements for Call Monitoring
Accuracy Script/process adherence Associate follows written material as explained in training, as well as Methods and Procedures (Te… View
Screen Monitoring
Screen monitoring allows a supervisor or quality analyst the remote facility to view an agent's PC system and observe key strokes. This sho… View