Article : Top Four Mistakes To Avoid In The Contact Center
A Guide To Making The
Most Of Recording & Quality Monitoring Solution
Mistake No. 1:
"We only need selective, part-time recording to manage quality at our call center. Other than for compliance purposes, full-time call recording isn't really of any use to us."
Selective recording is severely limited to the extent that the insights generated are skewed; they're based on the analysis of averages. These averages are usually derived from just a small percentage of recorded interactions – from five percent to ten percent of the entire call volume. Statistically, an average performance only would be evaluated. This means that there's an extremely high likelihood of completely missing the best and the worst interactions. However, if properly identified, these two groups of interactions are of the most interest and value to management due to the fact that they make the greatest impact on business performance – both positive and negative.
What's more, traditional selective recording systems force you to pre-define schedules based on which calls are to be recorded and retained. As this has to be determined in advance of the telephone interaction and doesn't allow for any logic related to the call's final disposition, this limits your options to only a partial snapshot of the entire picture. Worse, if performance evaluation requirements change the criteria for call selection or you suspect an integrity or fraud issue, you can't go back and retrieve calls that were never recorded in the first place.
Today's organizations are starting to understand that in order to be able to develop a good quality monitoring program, they need to be able to capture much more information. Full time recording with 100 percent records retention (or selective retention based on business rules) provides an accurate representation of activities as well as 100% insurance for compliance and liability management.
Mistake No. 2:
Once considered just a basic business tool, the term "Quality Assurance" now pertains to much more than a simple service observe function and the subsequent "post mortem" analysis of agent behaviors. In order to compete in today's harsh economic climate, modern contact centers are equipping themselves with third generation quality assurance applications that tie performance of the call center to the overall business issues.
Just from the very narrow perspective of agent training and coaching, modern quality monitoring solutions offer automated capabilities that reach far beyond the walls of the contact center. In addition to enabling contact center managers to deliver multimedia training to agent desktops on a schedule- or rules-driven basis, track evaluation results over time, and quickly identify training weaknesses and flaws and implement prompt remedial measures, the new eLearning and analytics applications enable management to gauge the effectiveness of sales and service tools, such as scripting, training, calling lists, etc.
Intelligence To Actualized Intelligence
Speech mining and analytics applications have also played a huge role in revolutionizing quality in the contact center by enabling organizations to understand what customers want, and how their agents are responding to customers. Speech recognition technologies listen to all conversations and keep track of what is being said, allowing contact centers to mine conversations and quickly identify call trends that until now were too costly and time consuming to uncover. Automated call scoring systems can run in the background alongside recording equipment and automatically generate agent evaluation reports.
Mistake No. 3:
True open architecture is a beautiful – and rare – thing. Few vendors can honestly say that their systems are truly "open". Of course, most will claim that their systems are built around open standards, and only after some pretty aggressive interrogation will you finally get them to admit that this isn't really the case! For example, you'll find that some of their hardware components are proprietary and/or their voice and video files are proprietary – making them difficult to share and integrate with your other applications, thus increasing your long-term dependence on the vendor.
In order to achieve ease of integration with your third party applications, it's imperative to invest in a system with open file structures and a SQL database that's ODBC compliant, which stands for "Open Database Connectivity." Without these, you won't be able to access your call and screen files directly from any software application other than the one that came with your quality monitoring system.
Proprietary hardware and software limit a product's ability to interoperate with your existing and future applications and data. You may find that when the time comes to add functionality, or to change the way you record, or you want to leverage new integrations or storage strategies, your vendor will inform you that you'll need to "upgrade," which really means you need to re-architect your infrastructure.
Mistake No. 4
Wrong. Some of the biggest companies provide the poorest levels of service – they're rigid and inflexible, unable to meet the unique needs of their customers. Such companies also have a tendency to play favorites – they will bend over backwards to service their biggest clients. However, if your organization's account doesn't quite meet the criteria for their "Premier League" of service, when you call them for support or maintenance you'll soon discover that you're far from their top priority.
Another reasonable expectation? Well, once again, it harks back to open architecture. All too frequently, instead of having the freedom to access recorded interactions from existing or future in-house CRM or Workforce Management applications, buyers are forced to utilize the vendor's proprietary software application. They end up enslaved to their vendor – trapped in an ongoing cycle of very expensive customization, upgrades, and maintenance. With open file formats and a non-proprietary platform, this is not an issue because the data formats are standard. In addition, your vendor should provide you with end-user accessible APIs (Application Programming Interface), and Active X tools that will enable your IT personnel to easily achieve all such integrations.
Published: Monday, March 21, 2005
- Solving Pain Points of Forecasting
- Ten Things You Should Know About Security and PCI Compliance When Using Cloud-Based Contact Centers
- Want To Keep Your Products ‘Sold’? Start With Your Multichannel Contact Center!
- World’s Best Contact Centers and Contact Center Practitioners Announced at Stunning Gala Awards Gala
- Three Strategies to Ease Vacation Planning Woes
- Letter to ContactCenterWorld from an Award Winning Contact Center Professional
More Editorial From VPI (Voice Print International, Inc.)
- VPI’s New Instant Analyzers Drive Faster Access to Customer and Operational Insights
- VPI Selects Autonomy to Deliver Speech and Multichannel Analytics
- High Ranking for VPI's Contact Center Workforce Optimization Solution
- VPI Launches Smarter Contact Center Workforce Optimization
- VPI Launches VPI EMPOWER 5.2
- VPI EMPOWER Version 5.2 for Call Centers Available