CRM and ERP News

I’ve discussed the possibilities of Precision Monitoring in your center.  I’m certain that you’ve come up with more objectives and criteria to start implementing this. This is the next step in the process.

If you have the luxury of spending money, getting a system that offers speech analytics will make your job easier when picking the calls.  If not, then you can either do the following:

• Use existing data that your quality team has and let them tag calls that match your purpose and criteria. 
• Let agents tag the calls through your CRM applications.  This can be done by adding a category or modifying how your data is grouped.  Choose the type of issues or perhaps classifying them by product. You can then search the calls in your monitoring system, whether it is 100% recorded or not.
• Random monitoring can also be used as a last resort, but it might not be as useful as the first two options.

Listening to agents take or make calls is traditional in a call center.  This is called Agent Performance Monitoring.  Quality forms are made to check compliance, specifically what agents did or didn’t do during the call.  Though there has been some innovation in forms to include customer experience.  Some are trying to correlate items on the form to CSAT survey questions.

Precision Monitoring is a new trend in quality management.  With the right tools, you can focus on listening and evaluating calls that have a specific purpose.  There are a lot of things you can listen for in your center.  I’ll give you a head start by utilizing the list below:

• Determine acceptance of newly launched products or services within your existing subscribers.  You can compare them to new subscribers as well.