Comments on: Call centre technology checklist: quality monitoring http://www.callcentrehelper.com/call-centre-technology-checklist-quality-monitoring-140.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: telephoneheadsetsguy http://www.callcentrehelper.com/call-centre-technology-checklist-quality-monitoring-140.htm/comment-page-1#comment-28734 telephoneheadsetsguy Sat, 12 Dec 2009 18:06:38 +0000 #comment-28734 IMHO, there should also be a measure of the quality of the environment in which the operatives are working as this impacts greatly on their overall performance and therefore customer satisfaction. For instance, do the telephone headsets comply with the 2006 Noise at Work Directive? IMHO, there should also be a measure of the quality of the environment in which the operatives are working as this impacts greatly on their overall performance and therefore customer satisfaction. For instance, do the telephone headsets comply with the 2006 Noise at Work Directive?

]]> By: Pamw http://www.callcentrehelper.com/call-centre-technology-checklist-quality-monitoring-140.htm/comment-page-1#comment-27727 Pamw Thu, 03 Sep 2009 15:28:39 +0000 #comment-27727 Live call onitoring does give immediate feedback, however there are a lot of variables that will depend on how effective it will be. You have to take into account - Is the advisor comfortable receiving feedback in front of their peers? -Has the advisor been identified as soomone who may need a little more development than perhaps a more experienced advisor? If so coaching of the floor may be more appropriate. -If you are coaching someone new to the company/team, a more formal approach may be needed to set out expectations and really disect the call to visit each part of the customer journey and ensure that if possible, a first call resolution was delivered. So in essence, I feel that live call monitoring is more suited to your more experienced members of the team that maybe need a little less direction and whom you are confident delivers an excellent customer experience as 'norm'. Live call onitoring does give immediate feedback, however there are a lot of variables that will depend on how effective it will be.
You have to take into account
- Is the advisor comfortable receiving feedback in front of their peers?
-Has the advisor been identified as soomone who may need a little more development than perhaps a more experienced advisor? If so coaching of the floor may be more appropriate.
-If you are coaching someone new to the company/team, a more formal approach may be needed to set out expectations and really disect the call to visit each part of the customer journey and ensure that if possible, a first call resolution was delivered.

So in essence, I feel that live call monitoring is more suited to your more experienced members of the team that maybe need a little less direction and whom you are confident delivers an excellent customer experience as ‘norm’.

]]> By: chadadams http://www.callcentrehelper.com/call-centre-technology-checklist-quality-monitoring-140.htm/comment-page-1#comment-25066 chadadams Sun, 02 Aug 2009 03:39:02 +0000 #comment-25066 What about live monitoring a call? Wouldn't this provide more immediate feedback? What about live monitoring a call? Wouldn’t this provide more immediate feedback?

]]> By: kumanan http://www.callcentrehelper.com/call-centre-technology-checklist-quality-monitoring-140.htm/comment-page-1#comment-21699 kumanan Wed, 01 Jul 2009 02:47:42 +0000 #comment-21699 I need a tips on how the contact center agents improvement method to be the best while interacting to customers and what they should do I need a tips on how the contact center agents improvement method to be the best while interacting to customers and what they should do

]]>