Recorded Webinar: Best Practices in Call Quality Monitoring

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Carolyn Blunt – Real Results Training

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• Tom Bukht – Business Systems

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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