Agenda
- Introductions – Jonty Pearce, Call Centre Helper
- Carolyn Blunt – Real Results Training
- Tom Bukht – Business Systems
Link: Click here to try out our Free Call Monitoring Form
Topics discussed
- The latest thinking in call quality monitoring
- Agent evaluations
- Coaching and training
- Quality scoring
- Cloning best practice
- The best number of calls to monitor and evaluate
- Improving quality of emails, webchat and social media
- Using technology to improve quality monitoring
- Speech analytics
- Top tips from the audience
- Winning Tip:
“We have removed scores entirely. Our evaluation form is divided into two main sections-Customer Experience and Business Solutions. Under each of those categories we list Strengths and Opportunities. There is also a WOW section for associates who go over the top in both educating the customer and/or soft skills. Additionally we have “Spot” awards we the QA Team or Supervisors observe a particularly good Customer Contact (we evaluate calls and e-mail). Associates also have an opportunity to submit contacts where they turned a call around from a negative into a positive. QA calibrates on regular session. In addition we have observe calls together in session that neither the associate or QA Team has listened to previously” Congratulations to Dianne1
Original Webinar date: April 2015
Read more about - Recorded Call Centre and Customer Experience Webinars, Business Systems, Call Quality, Quality
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