Quality monitoring: systematic call documentation. Qualification of employees, improved customer relations

One of the focuses at this year’s CallCenterWorld in Berlin will be “quality monitoring”. The idea is to determine the quality of call center/contact center results, to document them and finally to draw the right conclusions from an analysis of the data. Quality monitoring makes use of numerous indicators (indicator monitoring) as well as call recording. Addressing the topic of quality monitoring presents an opportunity, especially for contact centers, to reduce costs, minimize error rates and measurably improve the level of customer service and quality.  Clarity offers a supervisor tool (the “MMC” management console), which objectively logs and provides rapid access to all key data for quality assessment:

• Near-real-time logging of call volumes. Measurement of effective work time.
• Recording of key call data for statistical analysis: Who handled which calls? How many dropouts occurred? How many calls were handled per hour? Etc. – keep in mind that the use of data is limited by the prevailing data protection laws. Analysis is performed by the system, and the results contain no personal data in some versions.
• Deviations from the standard are highlighted.
• Calls by employees/call agents may be recorded upon their approval and analyzed separately.
• The recorded calls can be found quickly and easily.

In addition to technical and managerial aspects, there are also legal considerations when purchasing a quality monitoring system. Recording the calls, after all, has a bearing on the person rights of employees and customers, agents and callers. Strict adherence must be maintained with criminal, data protection and labor law provisions. For instance, both parties to the call must give their approval for recording before the start of the conversation. We would be glad to meet with you at the trade fair to talk about all of the options and opportunities that quality monitoring can offer for you. Or, contact us directly for a competent consultation!

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