Category: Call Center Quality Assurance
Call Center quality assurance (QA) is a set processes, procedures and tools that are used to evaluate customer-agent interactions to help identify and close critical agent quality, compliance and skill gaps. Automated call center quality assurance software tools are helping customer-facing organizations reduce the time it takes to review calls and provide feedback to agents by more than 50% by intelligently selecting calls and providing evaluators with a QA 'to-do' list.

QA & Training Tip - Perform Regular Assessments of Requirements

Call center training for the agent shouldn’t stop after the new hire orientation and initial training period is completed. Training is an ongoing evolutionary process. The goal of your call center’s ongoing training program is to provide training for the skills necessary to perform the job, plus training for the skills necessary to enhance ongoing performance.

In developing your ongoing call center training program, it is useful to define what employees need to know and be able to do at defined job anniversaries. Common milestones are at 30 days, 60 days, 90 days, and 120 days. For each of...

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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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​VPI Awarded a 2014 Communications Solutions Product of the Year Award

VPI EMPOWER Workforce Optimization Suite Recognized for Exceptional Innovation

Camarillo, CA (6/23/14) — VPI announced today that TMC, a global, integrated media company, has awarded the VPI EMPOWER Workforce Optimization Suite a 2014 Communications Solutions Product of the Year Award.

VPI EMPOWER™ is an award-winning suite of innovative contact center applications that work in concert to help you record, analyze and optimize your workforce performance – faster and easier than you thought possible, and without breaking a bank. Every module within the VPI EMPOWER suite – from call recording,...

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Chris Morrissey Promoted to President of VPI

CAMARILLO, CA — VPI (http://www.VPI-corp.com), the leading global provider of contact center and public safety 911 call recording, analytics and performance management software solutions and services, today announced that Chris Morrissey, who has served for the past nine years as VPI’s executive vice president of sales and marketing, has been named president of the company, effective immediately. With Morrissey at the helm, working closely with the founding owner and CEO Andrew Marsh, VPI gains renewed unity of focus on current and emerging market needs met with technical innovation and...

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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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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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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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Call Recording Tops Desired Call Center Software Capabilities

Visit Software Advice's WebsiteSoftware Advice recently analyzed a random selection of 385 of their interactions with thousands of buyers searching for call center software to uncover demographic information about call center software buyers, identify their most common pain points and pinpoint the features they most desire in new call center software.

Key findings:

  1. A significant portion (46 percent) of buyers are buying call center software for the first time.

  2. The majority of buyers expressed a preference for best-of-breed software (71 percent) versus integrated suites.

  3. Call recording and computer-telephone integration (CTI)...
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Call Recording Software Tops Desired Call Center Software Capabilities

Visit Software Advice's WebsiteSoftware Advice recently analyzed a random selection of 385 of their interactions with thousands of buyers searching for call center software to uncover behaviors and preferences of call center software buyers, identify their most common pain points and pinpoint the features they're looking for.

Key findings:

  1. A significant portion (46 percent) of buyers are buying call center software for the first time.

  2. The majority of buyers expressed a preference for best-of-breed software (71 percent) versus integrated suites.

  3. Call recording software and computer-telephone integration (CTI) top the list of...
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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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Latest Version of VPI EMPOWER Contact Center Quality and Performance Optimization Suite Rated 'Avaya Compliant'

  • VPI Avaya Compliant Tested Call Recording and Performance Management SoftwareCall recording, contact center performance management reporting and analytics now compliant with key Avaya communications solutions
  • Helps enterprise, government and public safety emergency contact centers optimize quality, operational performance and customer experience, while providing capabilities for compliance and risk management

VPI (Voice Print International), a leading provider of contact center performance analytics and compliance recording solutions, today announced that its VPI Empower Suite is compliant with key communications solutions from Avaya, a global provider of...

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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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Bell County 9-1-1 Shares Public Safety Recording and Quality Assurance Best Practices

Bell County 9-1-1 Communication Center’s mission is to provide consolidated and integrated communications for public safety entities within Bell County, Texas. The public safety recording system Bell County had in place was inefficient – communications personnel had to look for information in many different places and assemble results manually.
 
The pursuit of internal efficiency led Bell County Communications to the award-winning VPI EMPOWER 911 suite, which was implemented to record, monitor, and evaluate emergency and non- emergency communications. 
 
Bell County 9-1-1 greatly improved public...
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VPI’s New Instant Analyzers Drive Faster Access to Customer and Operational Insights

 

VPI (Voice Print International, Inc. http://www.VPI-corp.com), the world’s premier developer of Contact Center Workforce Optimization solutions, today announced new capabilities for the award winning VPI EMPOWER™ and VPI EMPOWER 911™ software suites. VPI solutions provide a unique and powerful advantage – every mix-and-match software module is enhanced with embedded analytics and workflow automation – from call recording and quality monitoring to performance management reporting and E-learning. Building upon this outstanding value proposition, VPI’s new version 5.4 now includes advanced...

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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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VPI VirtualSource Virtual Agent Call Automation Solution Wins Ventana Research Award for Customer Technology Innovation

 

VPI (http://www.VPI-corp.com), the leading global provider of contact center workforce optimization solutions, todayannounced that Ventana Research, an esteemed benchmark research and advisory services firm, has selected VPI VirtualSource as this year’s Customer Technology Innovation Award winner. The prestigious awards distinguish pioneers that have developed clear visionary and transformative technology. The Technology Innovation Awards showcase what technology vendors have done to advance the potential of their applications and technology to drive better productivity and outcomes.

VPI...

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American Century Investments Uses Analytics to Improve Call Center Quality Assurance and Client Experience

As seen in the Quality Assurance and Training NewsletterWith a business focus that emphasizes the quality of customer care, contact center quality assurance (QA) has always been very important to American Century Investments. In the past, QA methodology was focused primarily on agent performance, with a manual process of call selection, export, evaluation, and Key Performance Indicator tracking. American Century Investments optimized client experience with the award-winning VPI EMPOWER suite of analytics-driven Quality Assurance and performance management software. 

Click here to read the full American Century case study that has been featured in...

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Top 5 Most Downloaded Call Center Optimization Guides of the Year

As you prepare for success in the year ahead, we thought that you and others in your organization would be interested in reading some of the year’s best, most popular educational white papers from the VPI Contact Center Optimization Resource Center. They’re packed full of great cost saving and profit boosting ideas. Enjoy!

Navigating Call Recording Law

Navigating Call Recording Law

Authored by analyst Dick Bucci from Pelorus Associates

Learn about the many new and evolving call recording laws, regulations, and industry standards that most profoundly affect contact centers and what you can do to avoid problems. Download here!...

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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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Tips for Assessing Ongoing Call Center Training Requirements

Training for the agent shouldn’t stop after the new hire orientation and initial training period is completed.Training is anongoingevolutionary process. The goal of your call center’s ongoing training program is to provide training for the skills necessary to perform the job, plus training for the skills necessary to enhance ongoing performance. In developing your ongoing training program, it is useful to define what employees need to know and be able to do at defined job anniversaries. Common milestones are at 30 days, 60 days, 90 days, and 120 days. For each of these timeframes, a checklist...

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