Monitoring solutions facilitate continuous quality improvement in contact centers by making customer contacts more professional and adding value to infrastructure. Today’s oversaturated markets make enduring customer relationships essential. The fierce competition in many industries means product features, often very similar for high-end solutions, are secondary to customer retention for ensuring sustained growth.
Many different types of communications must be covered for successful quality assurance including interactions by telephone, email, web, fax and standard mail. Systematic quality monitoring must therefore be based on an integrated multi-channel approach and include agents' entire range of activities.
Solutions must also provide a variety of reporting templates and integrate with commonly-used programs such as Crystal Reports to provide analysis and evaluation in compact format. Monitoring must also work with other enterprise-wide processes.
Speech processing tools now provide detailed and automated analysis of recorded calls by using sophisticated transcription and speech-mining. In addition, voice recognition features such as keyword spotting can find conversations with buzz words such as the name of a crucial client, detect emotional stress and raised voices indicating a problem call, and provide speaker authentication.
Customer satisfaction may also be measured by direct contact through a feedback module. This serves as a check on supervisor evaluations or may raise undetected issues. If customers receive poor service and are able to report it the same day, they are more likely to return.
Despite these analysis tools, quality monitoring must be integrated in holistic manner to maximize effectiveness. Goals must be clearly and concisely formulated to ensure a high acceptance rate among employees. Then agents will view it positively, as a chance to enhance skills. Solutions can only be partially measured by increased efficiency and must be evaluated by qualitative effects as well.
Increasing network convergence will provide more options for integration of quality monitoring in VoIP infrastructures. For example, real-time monitoring lets agents contact supervisors during difficult calls without the customer’s knowledge. Unexpected developments, however, often carry the day. Your solution should be scalable and flexible.
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