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The Problem
Contact centers
that do not have automated quality monitoring must use time consuming
manual methods to determine how well employees are performing regarding customer
interaction via the telephone.
One approach is to have a
supervisor sit next to each employee and "plug-in" a second headset to listen to
the employee's calls. Often, the supervisor will have a clipboard with a
list of topics to evaluate and will place a score in each category. This
approach is very time consuming and inefficient because the supervisor must go to each employee, manually
enter
information, later transfer information to a spreadsheet, manually compare
employee scores and report the results to management.
Another common approach to manual call monitoring is to
use the telephone system (Automatic Call Distributor) feature known as "silent
monitoring". The supervisor sits at a desk, dials a code on the telephone
followed by the employee's telephone extension number or "log-in ID" and listens
to the call. This method avoids the physical movement of the supervisor from
employee to employee, but still suffers from the other drawbacks.
In both scenarios, the supervisor must be available to
listen to calls real-time, rather than during intervals in which the supervisor
has available time. It is also impossible for the supervisor to play the
call to the employee and suggest how to improve in the future. In both scenarios, manual collection, tabulation and
reporting wastes time and resources are not optimized.
The Solution
Quality
Monitor,
developed by OptiStaff
Corporation, is a cost effective Microsoft Windows based service quality call
monitoring system for contact centers. Quality
Monitor provides contact center management with vital information
regarding the quality of service each employee is providing customers by
recording sample calls or all calls that come into the contact center. Optionally,
customers may license,
QMView, that combines PC screen video with the recorded audio, to provide a
movie of employee interaction with the customer.
Quality
Monitor's
optional QMAnalyzer
software provides supervisors with a tool to score employee call
sessions based upon user definable criteria. The reports produced clearly
show employee call interaction strengths and weaknesses indicating to managers
where additional training is needed. Optionally, all calls can be recorded
for documentation purposes. Full remote installation, training and on-going
support are also provided with each system.
Quality
Monitor
records calls, and optionally PC
screens, to be evaluated during a time best suited to the
supervisor's schedule.
Quality Monitor permits management to uniquely determine for each
employee:
- How many minutes to record
each session, week, day, and shift schedule.
- Record audio only or audio and
PC screen video.
- When to record: any day or
time, during specified time periods for each day or based upon the employee's
unique schedule.
The recordings and movies are
stored for later
retrieval.
This information is available to managers and employees who can use the
information for various purposes such as:
- Determining employee training
needs and later tracking to determine if the training was effective.
- As a tool for supervisors to
"coach" the employee by listening to the interaction together and suggesting
how to make improvements.
- Employee reviews, often used
with other data.
- Documentation purposes to be
used if there is any discrepancy. In this case, All Call Record is used versus
Periodic call recording.
- Other purposes best determined
by the user.
Most call centers below 150
employees find it difficult to obtain approval for an automated quality
monitoring system because other companies charge a high price.
However, a
Quality
Monitor
system can be implemented at a significantly lower cost that competitive
systems.
Quality
Monitor Configurations
Quality
Monitor
was designed to grow in functionality by enabling specific features needed by
each customer. It utilizes what developers call "one set of source code".
This permits our customers to only license what they need and to add
functionality as their needs evolve.
Quality
Monitor
is provided in any one of the three packages shown below. Within each
package, optional features may be selected to customize the system to your
unique requirements. Our customers can easily evolve from one
package to another by simply enabling features.
QMExpress
Single Site Applications
Approximately 25 Employees or Less
Single Audio Recording Channel
No CTI or Other Interface Required or Implemented
Audio Recording Only
Reduced Option Set
Same Core System as QMProfessional
and QMEnterprise
QMProfessional
Single Site Applications
Unlimited Employees Dependent Upon Options Selected
Multiple Audio Recording Channels
All Non Multi-site Interface Options Available
Audio/Video/Movie Recording Available
Full Option Set
QMEnterprise
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