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Call recording and QM in local government


Local government are under increasing pressure to deliver improvements in customer service whilst at the same time reducing operational costs and providing value for money to the taxpayer. Standard contact centre software can provide some of these improvements by routing the call to the correct answer point and providing metric reporting and hard data on such topics as: time to answer, transfers, call hold time, length of call, call volumes and number of abandoned calls
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What contact centre software does not provide is the ability to monitor the quality and consistency of the interaction and to report/act on this aspect of the contact centre. This is where modern call recording and quality monitoring software comes into its own.

Call recording and quality monitoring systems in local government contact centre

Although methods such as manual assessment forms, live monitoring through the call distribution (ACD) software and mystery shoppers are used in many centres, these have limited scope. Manual recording can be inconsistent, with different forms being used by different managers, and the data is not available in a usable format. Monitoring through the ACD does not record the interaction for future reference or training purposes and means there is little contact between manager and agent. And while a mystery shopping campaign can give a general overview of contact centre efficiency, it cannot identify individual agents, so can’t be used for targeted training.

In contrast, call recording software can be used to record ALL the contact centre interactions and the quality monitoring software can allow a sample of these calls to be assessed against a pre-defined standard. The scheduling of the calls to be assessed can also be flexible, allowing the contact centre managers to focus on key areas, such as new starters, problem customers/agents. Assessment results can be used to provide targeted training for individual agents and comprehensive reporting to senior management/central government.Call recording can also be used to aid dispute resolution by actually identifying who said what to whom and when.

In summary, a call recording and quality monitoring system can:

  • Record all interactions with the public through the contact centre
  • Target calls for assessment against pre-set criteria
  • Evaluate and target training where required
  • Produce accurate reports
  • Improve motivation and retention of agents

Benefits

The benefits of introducing a call recording and quality monitoring solution into a local government contact centre include the following:

  • Consistency of agent performance evaluation
  • Agent retention
  • Consistency of quality standards
  • Targeted training
  • Consistency of public interface
  • Reporting to prove quality levels provided
  • Quality improvement process
  • Agent empowerment
  • First call resolution
  • Public satisfaction levels

Further reading

Contributors

  • Gary Grindle at ASC

Published On: 14th Mar 2010 - Last modified: 25th Feb 2016
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