Call quality monitoring is one of the most effective methods for improving the level of service you provide to your customers. Call quality monitoring refers to the process of listening to or observing an agent's phone conversations or other multi-media contacts with customers. While companies can measure customer satisfaction through customer focus groups, customer contact follow-up telephone surveys, and written satisfaction surveys, the results are often not timely enough or detailed enough to help individual agents understand their impact or contribution. A call monitoring session on the other hand, if done correctly, can instantly deliver a wealth of customer information, gauge individual agent performance and reveal a lot about your business processes and policies. Not only can it improve the customer experience, it can also improve overall call center performance, reduce callbacks, focus training efforts, identify process improvement opportunities, and facilitate employee development.

It's a mixed message out there. On the one hand the media is claiming the energy sector is the place to be; on the other hand, energy companies are not immune to the current economic woes. With commodity prices down, industrial demand destruction a reality and the inevitable increase in slow or no paying customers, energy companies are definitely experiencing the effects of our current economy.  more...
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