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Call monitoring

Author cskjackson
#1 | Posted: 14 Jul 2011 14:47 
I am a manager of a 25-30 person call center in Ohio. I am developing a call monitoring system and am trying to find best practices, forms, etc. So far all of the web sites I've found are simply trying to sell me e-books, webinars, etc. Can anyone direct me to a web site where I can get good, quality information (that's not being sold to me!) about call monitoring and call center quality assurance?

Author martynasspokas
#2 | Posted: 24 Jul 2011 11:13 

Maybe you can post more information, what do you mean by call monitoring? You mean analyzing statistics?

For quality assurance we use following method - we send SMS messages after the call is completed and user can reply with number, which means the quality he received. After that we analyze the database and proceed with improvements.

Martynas Spokas

Author 4seaswws
#3 | Posted: 12 Aug 2011 04:44 
If you are talking about grading the quality of the interaction try www.icmi.com they have a few. I prefer to use a binary measure which is the toughest measure too many quality documents set to many ifs and buts in their documents.

If you are launching a quality document as explained above:

Get a relaxed measurement & provide a guide (script) then toughen the measurements until you reach the level you want.

Author sjadams
#4 | Posted: 3 Oct 2011 16:28 

I was really interested in your SMS idea. What kiind of questions would you message?

Customer Service Forum Customer Service Manager Forum / Customer Service Forum /
 Call monitoring

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