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What tools help you monitor call quality in your call center?
What tools help you to monitor call quality in your call center? Recording software? Voice recognition?
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3 Answers
You will typically be looking for two separate, but related tools, often offered by the same vendor. First, you'll need a solution to record calls. Second, you'll need a quality monitoring solution which allows you to listen to the calls within an interface that provides the listener with survey, scoring tools and routing tools.
Nice Systems, Verint and Autonomy/eTalk are three of the more dominant vendors in this space, especially for contact centers greater than 50 seats.
SMBs leveraging hosted VoIP providers to provide basic contact center infrastructure support may find that these vendor also offer basic call recording solutions. A fewer number of them will provide quality monitoring tools.
The biggest and most reliable tool in your tool box for quality should be a voice recording solution. It is very difficult and time consuming to conduct quality monitoring through service observes...and even harder to coach when the agent can only go on your Quality team or Supervisor's interpretation of the call.
While Speech Analytics is a very exciting trend in the Workforce Optimization space, it is still an emerging technology and thus very pricey. Speech Analytics can offer benefits in many areas, such as Quality Team efficiency gains, increased reporting metrics, and great data on what is actually happening in your organization but many companies don't fully utilize what they already have purchased.
If your organization has a mature quality team that conducts evaluations based on objective forms at a frequency that is statistically significant, calibration frequently occurs between your quality team and your management team, your supervisors coach to the form, and the agents are measured for quality in their balanced scorecard, then it may be time to look at analytics. But until the basics in the QM space are achieved, then the purchase of an analytics solution may just add a multi-million software solution to a dusty shelf in challenging economic conditions.
Hi Annie,
I would suggest looking at Qfinity as a tool in monitoring a call center as well as a voicemail system called VoiceRite client for Lotus Sametime. If you wish to see the link below for more details.
http://www-01.ibm.com/software/lotus/partnershowcase/resources/vr-br-122106a.doc.
I would be more than happy to discuss this further with you
Valerie- IBM
valerie@ca.ibm.com
have a great weekend
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