UK and IrelandQuality
Welcome to the Quality 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 Monitoring
Also known as Quality Monitoring View
Call Recording
Customer contact recording is increasingly on the agenda for organisations' overall CRM (Customer Relationship Marketing/Management) strategy, … 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
How to Build a Culture
Follow some of these ideas to build or transform your own call centre culture - good workshop material View
How to Measure Resolved Live
Measuring the level of resolution live is not always easy and whilst it can be undertaken manually, it should be supported through CRM systems. … 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
Ready & Not Ready (Work Activity Modes)
The key to a successful operation View
Resolved Live - What Level?
Resolved live or first-time resolution is a key measure in any contact centre From a customer satisfaction perspective, the customer has an exp… 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
Work Activity Modes (WAMs) - Team Coaching & Analysis
The following is your team report for last week for George & Pat, advisors with 2 years experience. View