The Ascent Group is Pleased to Announce the Publication of 'Call Center Quality Practices 2006'
New technology and dedicated quality assurance groups now make it possible to monitor more calls per month per employee than in the past. Has this technology led to higher customer satisfaction, improved call center performance, or more effective agents? Based upon extensive research conducted during the end of 2005 and early 2006, Call Quality Practices 2006 reveals that employing this new technology does not guarantee success. Some companies have experienced great success, while others still struggle. As most have discovered, call quality assurance is a highly complex process that involves its own risks and rewards.
Call Quality Practices 2006, a new 350-page color research report, presents profiles of companies that deliver high-quality customer care as a result of their call quality initiatives. Detailed profiles examine current call monitoring practices, lessons learned, challenges overcome, plans for the future, and the business practices that have led to the "big wins."
The report also describes more than 50 innovative and winning call quality practices that have helped companies reduce errors and callbacks, improve call center performance, identify process improvements, develop employees, reduce turnover, and improve agent morale.
The report details the results and analysis from the Ascent Group's research of 77 call centers, including: call monitoring technologies, monitoring approaches, monitoring frequency and quantities, monitoring objectives, responsibilities for monitoring/feedback, timing of feedback, communication techniques, and calibration approaches.
Call Quality Practices 2006 examines ways to improve quality assurance program credibility, determine QA analyst skill requirements, and identify techniques to improve QA feedback. As an added bonus, this report also examines the selection and training of coaches, coaching performance measurement, and coaching certification programs.
An executive summary of the research results can be obtained at the following link www.ascentgroup.com/CQPSummary.html
Benchmarking study results are available in a printed and bound format, on CD-Rom, and online (downloadable pdfs) at www.ascentgroup.com. The Ascent Group, Inc. is a management-consulting firm that specializes in customer service operations and improvement, performance benchmarking, competitive benchmarking, work management, and industry research. The Ascent Group offers many opportunities for companies to participate in benchmarking and best practice discovery through its online benchmarking services. It is currently researching call quality monitoring and billing and payment options.
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