Call Monitoring \ kόl \ män-әt-ә-riŋ \ vb : to watch, check, or observe telephonic interactions; a mundane task often producing little or no value toward improving customer experience; not related to INTERACTION MANAGEMENT, which is a highly effective system from Quality3 used to achieve outstanding agent-customer interactions.

Call monitoring has been around since the beginning of customer support centers themselves. The origination of the function in the early days was to assure line quality, which then evolved into a way of providing training augmentation for new hires. Trainees listened to live calls to get the hang of things (thus the old “your call may be monitored for training purposes” message). Eventually call monitoring expanded into a 3rd party verification function. Today, many companies use call monitoring to check process and procedure adherence, identify improvement areas for agents, and measure overall quality. However, monitoring provides little useful information to help improve the quality of agent-customer interactions, and even at that it is reactive.

INTERACTION MANAGEMENT from Quality3 is a proprietary set of tools and methods to analyze transactions. Our approach is nothing like call monitoring because it produces focused, relevant information for agents, coaches, and managers to proactively improve and sustain customer interaction quality. Our innovative system features agent and coach-ready interfaces, individual and enterprise trend reporting, tailored “verbatim” feedback, boardroom-ready executive overviews, and ongoing multi-dimensional analysis. Using our system you not only know how well your agents are performing, you also know how effective your coaching is toward improving performance.

We back our INTERACTION MANAGEMENT system with world class agent and supervisor training. The curriculum is linked directly to the skills and knowledge necessary to maximize the use of our system. Agents learn how to take information from our system and apply it directly to their world. Supervisors learn how to take their information and provide professional, extremely helpful, coaching to their team. Everyone learns proven tips and techniques for increasing the effectiveness of transactions with customers.

As with all of our solutions, the INTERACTION MANAGEMENT system will be customized to your specific goals and objectives. Our implementation process includes partnering with you and your teams to analyze data, compare benchmarks, and apply our industry knowledge so that you can be sure our system is tuned to make rapid improvement.

Contact us to learn how we can electrify your performance today!