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Buckle Up: Call Monitoring Can Be a Rough Ride

3rd Party Remote Call Monitoring Feature

July 24, 2015

Buckle Up: Call Monitoring Can Be a Rough Ride

By Rory J. Thompson, Web Editor

Anyone who has ever called a contact center has heard this message or some variation thereof: “Your call may be recorded for training and quality purposes.” Did you ever wonder what actually happens if your call happens to be the one they pull out of the queue and start dissecting?


Ewa Murphy, Production Team Leader at BPA Quality – a leader in providing quality solutions for contact centers worldwide – recently posted a blog about just such an action, and it provides an interesting insight into a process that most folks don’t give much thought to.

Murphy, based in the U.K., compares the process of analyzing a call to that of an MOT or “Motor Ordinance Test.” That’s what they call a “car inspection” across the pond.

“The first stage, at BPA, resembles slightly a service station (or garage, as we often prefer to say),” she notes. “Our highly trained call analysts will pick up a call and carefully listen to it – like a car mechanic will pick up a car, indulging themselves in its motor’s sound and diagnostics.”

Then the deep-dive analysis begins. She describes what a British mechanic will do when checking out a car. “The MOT list contains lots of boxes that will be ticked (or not), based on the outcome of the check. Nothing can be omitted, everything has to be scrutinized. If needed, the car will be dismantled, repaired and put back together again,” she said.

The same steps are followed in the analysis of a call.

“Our Quality Analyst’s list is equally long and detailed,” Murphy says. “The call will be listened to, every area of the call will be analyzed and assessed accordingly. If needed, the call will be ‘dismantled’: paused, replayed, re-listened and evaluated according to the very high and specific pre-set criteria. The feedback will be entered, both good and bad; comments will be added, valuable insight will be gained.”

While it all sounds very proper and very British, there is a serious side to it as well. By analyzing calls in such detail, all parties can identify both strong and weak points, and make adjustments accordingly.

The end result is a better-functioning call center, more capable employees and happier customers. Everyone wins. 




Edited by Stefania Viscusi
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