Essentially, Rick Page’s book tells us...Read More »
Essentially, Rick Page’s book tells us...Read More »
On 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:...Read More »
According 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...Read More »
We recently hosted a Webcast with APCO on Public Safety 911 Quality Assurance Best Practices and Tools, featuring QA professionals Angela Fine from Bell County 9-1-1 Communications in Texas, Joell Kight from Fauquier County Sheriff's Office in Virginia, and Patrick Botz from VPI. There were many fantastic questions about Quality Assurance processes and standards, and VPI’s QA software.
Have another question? Just ask us.
How do different agencies use the information obtained through QA to coach and train their staff? What practical methods have been found to do this? Also what are the most...Read More »
Software 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.
A significant portion (46 percent) of buyers are buying call center software for the first time.
The majority of buyers expressed a preference for best-of-breed software (71 percent) versus integrated suites.
We'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.
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...Read More »
Best 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...Read More »
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...Read More »
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...Read More »
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...Read More »
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...|
The 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...Read More »
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...Read More »
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...
Did you know that almost one in every 25 jobs in the US is within the contact center industry? Pretty thought provoking, huh? But just what does the future hold for the people, processes and technologies of this constantly evolving environment? As the leading developer and provider of contact center workforce optimization solutions and services, we at VPI decided to compile a list of compelling statistics that are shaping the future of customer contact and our solution portfolio. Check it out:
1) Even in a negative economy, customer experience is a high priority for...Read More »
You’re not alone. Public safety and security agencies nationwide are working hard to meet the challenges of these demanding new regulations. Many are busy updating their voice logging software to a fully compliant NG9-1-1 recording system and integrating their call recording equipment with call quality assurance software. However, despite significant emphasis upon the adoption of new technologies and processes, one thing that’s often overlooked is the...Read More »
customer satisfaction is more important than ever before. Consumers
today live in an instant gratification society and are not only
choosier with how they spend their money, but also demand an
exceptional customer experience. Now's the time to take control and
learn how to improve customer satisfaction and reduce operating
costs by reading VPI's article on 'Quality Assurance 2.0: Using
Analytics to Focus QA on Outcomes," which has been featured as the
top story in the Quality Assurance & Training Connection (QATC)
Quality Assurance 2.0: Using Analytics to Focus QA on...
Have you attended NENA’s recent webinar on “Quality Assurance & Improving PSAP Call Taking”? Clearly, NENA sees, encourages and supports the progression of PSAP (Public Safety Answering Point) communications towards better standardization in communication protocols and procedures, backed by improved quality control that leads to timely improvements - before call taker knowledge gaps or procedural problems end up costing human lives. This was a great affirmation for many attendees of the webinar who already started this process or are preparing to get started. Indeed, our experience with...Read More »