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Call Quality Monitoring Consultancy

Quality Monitoring Consultancy

It’s not just the call quality monitoring tools that help create excellence; it’s how staff use those tools. Our quality monitoring consultancy ensures products are maximised to their full potential helping clients achieve quicker return on investment whilst enhancing their own customer’s experience.

Key deliverables of the consultancy:

  • Provides in-depth analysis of existing coaching and quality monitoring processes
  • Identifies inefficiencies in existing quality procedures
  • Reviews how agent calls are currently monitored, the evaluation and scoring criteria used, as well as calibration practices and reporting tools
  • Provides a detailed plan of action highlighting opportunities for improvement
  • Provides effective change management with the introduction of new quality monitoring systems

With any quality monitoring installation our tailored consultancy service typically provides:

Development Needs Analysis (DNA) – Prior to systems implementation a DNA is conducted. Our consultant meets with key stakeholders onsite to identify their unique business requirements and objectives. A detailed recommendations document is then provided.

Recommendations & Project Planning – It is important that a new quality monitoring system fits seamlessly into current working practices and culture. As a result all documentation is tailored specifically to client’s needs.

QM Systems Configuration – Ensures that the quality monitoring system is optimised to suits the needs and dynamics of the organisation whilst ensuring all key product features are fully leveraged.

Offsite Support & Post Implementation Reviews – We provide offsite support via telephone or email at no extra charge for a set period after completion of consulting services.

To find out more about our quality monitoring consultancy services, email us or call 0800 458 2988.