Category: Call Center Coaching

How Desktop and Speech Analytics Solves 4 Everyday Call Center Problems

Speech Analytics SoftwareInteraction analytics leverages call and desktop data and/or speech analytics software to pinpoint the information needed to resolve problems and bottlenecks that impact the health of your business.

Once you define top business issues to solve, applying the right analytics tools is critically important. While speech analytics has been popularized as a very powerful tool, it is not suitable for every type of job. Many critical contact center issues can be more reliably identified by simply tagging call data, desktop data and events such as account ID, case number, order value and...

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VPI EMPOWER Workforce Optimization Software Wins 2014 CUSTOMER Contact Center Technology Award

VPI Workforce Optimization Software Wins Customer MagazineVPI announced that TMC, a global, integrated media company, has named VPI EMPOWERTM as a 2014 CUSTOMER Contact Center Technology Award winner presented by TMC’s CUSTOMER magazine.

VPI EMPOWER contact center quality and workforce optimization software has been selected for demonstrating innovation, quality and unique features which have had a positive impact on the customer experience,” said Rich Tehrani, CEO, TMC.

“We are delighted and deeply gratified to once again be recognized by TMC for our unwavering commitment to product innovation and best-in-class support and value,” said...

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Call Center Coaching Tip: Who Gets Coached First and Why?

You’ve just finished a major training effort and a major financial investment to improve the skills of your team. Congratulations! Good decision!

You also know that people more easily make behavior changes when they receive positive reinforcement of new ideas, encouragement for their efforts and personal attention. The best tool to provide this support is coaching, and you’re ready to begin. Sounds simple, right?

Consider though where you start … someone is always first to be coached. Who will you pick for the first coaching session?

Let’s back up a bit for an important reminder. Coaches must...

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Create a Call Quality Assurance Explanations Document to Set Expectations [QATC Tip]

Creating a Call Quality Assurance Explanations DocumentOur unit is re-creating call quality assurance (QA) scoring forms for all call center departments from the ground up. For each department, the call quality assurance supervisor and QA specialist first meet to determine what items should be scored. This list of items is based on old forms and any new information we may have obtained from industry articles and QATC information from the conference, newsletter, online forum, etc. In addition to the actual scoring form, we create what we call the Explanations Document. For every item to be scored, we explain its meaning and the expectations. In...

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Hope is Not a QA Strategy: Don’t Leave Your Contact Center Quality to Chance

VPI Article: Hope is Not a Contact Center Quality Assurance Strategy

In his bestselling book, Hope is Not a Strategy, Rick Page – one of the foremost experts in sales management and selling and founder and CEO of The Complex Sale – outlines a simple yet strategic process for winning sales. 
He asserts that successful sales, which he calls ‘Consultative Sales’, focus upon pinpointing specific problems and challenges in order to determine the solutions. This is in direct contrast to the more common sales practice of pushing products on the basis that they’re better, or faster, with more bells and whistles than ever before.

Essentially, Rick Page’s book tells us...

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New APCO NENA Quality Assurance and Improvement Standard Draft Highlights

APCO NENA Quality Assurance and Improvement (QA/QI) Standard DraftOn May 23, 2014, APCO and NENA released the first, preliminary draft of the new Standard for the “Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points”. 

This APCO NENA Quality Assurance standard aims to establish a long awaited quality assurance and improvement process to all of America’s 9-1-1 telecommunicators to ensure call taking and radio dispatch actions are delivered at the highest possible standard. 

We at VPI are especially grateful for the clear articulation of the ultimate purpose of the Quality Assurance function in this standard:...

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Improve Call Quality Assurance by Tying QA Scores to Training

Call Quality Assurance TipAccording to a recent call center benchmark research study, tying call quality assurance scores to training is the number one strategy being employee – with nearly 50 percent of customer contact centers doing so – to improve call quality assurance programs in the next 6 to 18 months.

Does your call quality assurance team work effectively with your training team in your center on call quality assurance scoring issues? 

Sometimes there is a problem that is coming up on a significant percentage of calls monitored, either for a single agent or for the population as a whole. When it is a single agent...

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Win/Win: Converting a Challenged Call Center QA Score into a Coaching Moment

The Call Center Quality Assurance (QA) department spends a lot of time listening to and scoring calls.  And when an agent disputes the scoring of a call, it can become a contentious situation.  But you can take a potentially negative situation and turn it into a positive. 

Here’s how!  Take this scenario:

  • Customer Service Representative (CSR) questions a call review score and brings it to his/her manager.
  • Manager contacts Quality Assurance (QA) Specialist.
  • QA works with the manager or team leader and the workforce management team to get the CSR time off the phone to listen to the call together.
  • QA...
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Top 10 Outcomes of Great Call Center Coaching

Call Center Coaching TipChallenging questions, affirming feedback, and fresh insights make call center coaching an often exhilarating process. But so what? Is it making a real difference in the work or career of the person being coached? There is only one way to measure the effectiveness of call center coaching and that is by measuring the outcomes…and here are the top 10. Has the person you are coaching:

1. Raised their standards of performance and career ambitions to scary heights. 
2. Redesigned how their precious time, attention and energy is invested. 
3. Eliminated those once-important practices and habits that...

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What is Call Center Performance Management? [Infographic]

Contact centers are under immense pressure to drive better results while cutting operational costs. We’re often inundated with hundreds of siloed system and custom reports, and inaccurate spreadsheets that track everything imaginable but lack true and timely insights. Getting to a place where you can effectively make decisions and manage operations doesn't need to be elusive.

Call center performance management breaks down the barriers and technical hurdles of consolidating, analyzing and acting on your performance data from multiple systems by putting it in a single location. Call center...

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Setting Call Center Quality Monitoring Goals

Call Center Quality Monitoring Goals

As we embark upon a new year, many of our organizations are looking to improve productivity, increase the bottom line.  The idea is to find creative ways to improve performance.   In addition, it is understood by many executive managers that improvement derives from performance management and training.  For call centers, this can include enhancements to call center quality monitoring and training programs.  Here’s some food for thought as you begin your journey of process improvements as it relates to service quality.
 
1. Clearly define your call center quality monitoring goals. Get committed...
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40 Best Practices for Better Public Safety Communications

Public Safety Best Practices ForumWe've complied 40 of the most innovative and useful best practices that were shared by the many PSAPs and experts that attended this year's regional Public Safety Best Practices Forum events and 'Top 40 Public Safety Best Practices' Webcast hosted by VPI, Priority Dispatch, Avaya, Avtec and Replay Systems

Better Hiring

1)     Schedule an ‘All-in-one-day’ Hiring Blitz – use to significantly speed up the hiring process. Job orientation, computer-based pre-employment skill tests, suitability screening assessments, application and supplemental background pre-screening questionnaire, and...

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Boosting 9-1-1 Dispatcher Retention with Consistent Quality Assurance

911 Dispatcher Quality AssuranceBest Practices shared at the Public Safety Best Practices Forum in Washington DC, September 26, 2013

9-1-1 call taker and dispatcher recruitment, screening, training, accreditation and retention were the dominant topics at the most recent Public Safety Best Practices forum – for a good reason. Stakes are much higher than for any other customer service contact center, and so the process from the day of recruitment to the first day of active duty is longer, more stringent, and far more expensive.   The cost of training a new PSAP employee is typically estimated in the tens of thousands...

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Know The Real Truth on Agent Performance and Workforce Optimization?

And have you really done what it takes to win the battle for customers?  Check the latest article from Ventana Research to find out.  

There is a lot of buzz around deploying systems and processes for multi-channel customer communications and self-service as a path to earning customer trust, loyalty and repeat business.  That is certainly commendable…but did you know that over 90 percent of customer communications are still over the phone?  Most people continue to prefer getting help by talking to people. Yet, Ventana’s research shows that many companies are still immature in managing their...

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QA & Training Tip - Compare Call Center Quality Monitoring Scores Against other Metrics for Operational Insights

An interesting way to review your quality monitoring scores is to compare them against all types of other call center performance measures. 

One of the most important comparisons is between quality monitoring scores and overall customer satisfaction scores. You should see a high correlation. Higher monitoring scores should happen as customer satisfaction scores go up and vice versa. If you don’t find this correlation, then you may be measuring the wrong things. Some call centers find that satisfaction scores may be slipping while monitoring scores are staying stable or going up. The reason for...

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QA & Training Tip: Quality Monitoring for Voice of the Customer

A Continual Performance Improvement process makes use of technology, quality monitoring, and performance coaching to improvethe customer experience. Do you have a system in place to not just evaluate agent performance but also capture what your customer is telling you?

It all begins with call recording. When a call center records calls, it has the ability to collect and gain insights into the customer experience, even with incidental comments made during a customer service interaction. If only we were listening!

After calls are recorded, the next step requires the “human element” where quality...

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QA & Training Tip: Coaching to Celebrate: Focusing Quality Assurance on Strengths

Coaching to celebrate simply focuses on all the positives that take place during the call. This is the coach’s time to reinforceeffective behaviors that you want to see repeated on future calls. Coaching to celebrate sessions are great for boosting morale and motivating your strong performers (or maybe just an average performer that had a strong call) to keep up the great work.

Remember when you celebrate a call, do so immediately and be specific with your feedback.

Ask questions to help agents reflect on the call center and company goals they are helping to achieve when they are succeeding on...

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Keep a Call Center Quality Assurance Calibration Log [QA & Training Tip]

It’s a good idea to track key decisions points that arise during your call calibration sessions. A call center quality assurance Calibration Log should contain the following: date, quality evaluation attribute, discussion points, and notes of any action items required to communicate the outcome to agents and others (supervisors, trainers, and coaches). 

Below is an example:

Date: Quality Attribute: Discussion Points: Action:
11/14/08 1.2 Verifies customer address and phone number What if agent verifies street address and not city/state/zip? Update Quality Standards Doc to include: Verifies address...
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911 Voice Logging Recorder Comparison – Legacy vs. Next Generation

911 Voice Logging Recorder ComparisonThe ways in which we communicate today are very different from the analog wired telephony world of 1968, when the nation’s first PSAP began serving the public. The advent of mobile text messages, mobile video, automatic crash notification systems, geographic positioning systems and other communications channels provide an exciting opportunity to provide faster and better emergency services. Leveraging these new technologies is just one of many reasons for the federal government-sponsored Next Generation (NG) 9-1-1 initiative. 

911 voice logging recorder systems in NG9-1-1 are evolving to become...

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Priority Dispatch and VPI Unite to Offer the Most Advanced Quality Assurance Solution for Emergency Communication Centers

 

VPI (Voice Print International), the global leader in public safety recording, quality assurance and Coaching systems,and Priority Dispatch,  the leading  provider of emergency call taking, dispatch and training systems, today announced that they have forged a groundbreaking strategic partnership. Leveraging decades of experience and expertise, the two companies have united their award-winning, first-class technologies to provide the industry’s single most advanced, integrated quality assurance solution. The companies will be demonstrating the integrated solution at the Navigator 2013...

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