In response to requests from weary call centre managers who have regularly traipsed down to the London Call Recording Showcase from far-flung locations in the North of England, Business Systems took the Call Recording Showcase to Leeds at the end of February. The event was oversubscribed, as 300 call centre managers, obviously delighted with the more convenient location, wasted no time registering to attend this Conference and Exhibition.
Although there are more call centres in the southern half of England, there is a much higher proportion of larger call centres, (those with more than 250 agent seats), in the northern half of the country. For these larger call centres the challenge of ensuring consistent 'quality- of- service' is a never-ending conundrum. The pressures of attracting new agents, delivering effective training and keeping good staff continue. Many of the managers attending the conference were looking for new ways of automating quality scoring, analysing large amounts of data and getting meaningful management information quickly.
The general feedback from many of the conference delegates was that although they were currently using call recording systems, the technology was in essence 'first generation' and therefore not sufficiently sophisticated to enable them to carry out suitable analysis and drill down to specific calls. Having listened to US-based call centres and how they already utilise 'next generation' technology to search for calls where either the agent or customer has 'lost their cool', it was generally accepted that this method of agent/caller analysis is useful and will become commonplace in the not so distant future.
So that's all very well, but what if you're not a large call centre? There are some solutions available today, that could move your quality monitoring programme to the next level fairly inexpensively - go to article New Release Quality Monitoring solutions for Mid Sized Call Centres.
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