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Article : Quality Management for Home Workstations

More and more contact centers are establishing home workstations for their agents to overcome geographical restrictions and recruit qualified staff. By doing so, they can reduce costs for labor, floor space and capital expenditures. However, to successfully implement home workstations, contact centers must update their hiring philosophy and ensure home agents feel like part of the team. Home agents also pose new challenges for comprehensive quality management (QM) and training to improve service levels.

Every contact center must evaluate their agents regularly to determine skills and training needs. Obviously, side-by-side coaching is not an option for agents working from home, and it must be virtualized. Moreover, contact centers with home agents should use the same virtual process to evaluate on-site agents for consistency and comparison purposes.


Virtual Agent Evaluation

Agent calls may be evaluated unhurriedly online by recording a representative sample in advance through statistical recording rules such as "record 10% of each agent’s calls" or "record calls from 9am to 12am." Moreover, screen activities can be monitored online to evaluate the use of tools and wrap-up time. All recordings should be handled with secure technology to protect sensitive customer data and agent privacy.

Virtual evaluation lets supervisors make evaluations on their own schedule regardless of the agents´ working hours. They can consider more calls and pre-filter them to focus on the really relevant ones. Supervisors can search for calls with special keywords or use emotion detection to evaluate critical situations with unsatisfied customers.

Evaluations will render more accurate results by avoiding the pressure of a supervisor peering over an agent’s shoulder. Agents never act the same during side-by-side coaching, and this tendency can be eliminated through an online evaluation process.

Online QM systems also let supervisors comment on recorded calls and tag these comments to the recorded file. Thus, the supervisor can delve into good or bad agent technique with detailed explanations.

Agent Participation

Agents receive their own system login so they can access their recordings from home and review evaluation results. By replaying their calls at the same time, the supervisor’s evaluation becomes transparent and comprehensible.

Some online QM solutions let agents provide feedback, confirm or reject supervisors’ comments, or request a personal conversation, either through an appointment on-site or with a webcam. Re-evaluation with a mediator provides an additional option.

Most importantly, all personal meetings can be reduced to a minimum to avoid needless travelling.


eLearning to perfect the virtual QM process

Virtual evaluations can be supplemented by on-site training and coaching or through customized training packages online. Home agents could access these packages from any location via their QM system login. They can work through the lessons whenever they feel most receptive, thus making the learning process much more enjoyable. Supervisors can assign online quizzes to determine whether the content has been adequately understood.

In addition, best practice calls can be researched and used to make training more relevant. Contact centers will benefit from targeted training instead of mass instruction. If necessary, virtual classes will reduce the number of trainers needed.


Conclusion

If implemented wisely, home workstations will facilitate the hiring of qualified staff and reduce on-site costs. Quality management will become more objective despite the spatial distance, and agents will become more involved in a customized training process. They will feel more flexible when working at home while remaining an integral and valued member of the team.


About ASC:
Company LogoWith the solutions from ASC, users can increase their service quality, protect their assets and react optimally in emergencies. Challenges of this kind are part of daily business for companies and public safety organizations. With ASC at their side, they benefit from the practice-oriented approach of ASC to not only capture communications streams, but also to structure this flood of data into valuable information which enhances productivity and decreases costs. ASC is a worldwide software provider of omni-channel recording, quality management and analytics. We address all enterprises with recording needs, especially contact centers, financial institutions and public safety organizations. We record, analyze and evaluate interactions across all media, including fixed line and mobile voice, chat, video, screen and SMS. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action. ASC offers its entire portfolio either as on-premise or as a service provider with a cloud solution. We believe in cloud, and thus offer a truly multi-tenant, highly scalable family of products and services – giving our customers full flexibility, allowing them to invest as they grow, always leveraging our latest technology. With subsidiaries in the United Kingdom, France, Switzerland, Romania, Dubai, United States, Brazil, Mexico, H
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Wednesday, December 16, 2015

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2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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