Quality Monitoring
Regulatory compliance ensured quality monitoring has become common place in key market sectors. This has been boosted by trends in managing both customer and agent experience that have pushed its scope beyond minimal adherence levels into broader disciplines of integrated performance management.
The manual analysis of call recordings or speedier use of speech analytics allows trained team leaders to evaluate the quality of an individual customer interaction against a set number of criteria that can generate individual, team and overall brand scores that develop into trend analysis over time.
But, monitoring is of itself only the start. The relevance of quality monitoring to performance optimisation is when this insight is translated into improvements in agent behaviour, internal processes and the like.
This is still the front line of opportunity for many organisations. Creating the time, culture and coaching skills to make a real difference in overall workforce competency remains a challenge. Equally few have as yet recognised that their call recording archive is a goldmine when modern day analytics are let loose to generate insight into root cause analysis of why customers call and what they experience.
See alternative technical needs description
Datapoint provides the following technologies and services for Quality Monitoring.