Quality Monitoring / Call Evaluation

Discussion in 'Ideas' started by Shane_Blackwell, Nov 25, 2017.

Quality Monitoring / Call Evaluation 5 5 3votes
5/5, 3 votes

  1. Shane_Blackwell

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    Would it be possible to add to the existing call recording and allowing the scoring, monitoring and evaluation of calls to ensure quality is maintained.

    This is required in most companies dealing in financial sector where strict regulations require that specific things are / aren't mentioned during the call and with quality monitoring being accessible alongside the recording retrievals you could have the scoring in a separate page but linked to recorded agents.

    There would need to be an evaluation form which supervisors can be customised and scoring to be changeable, a mix of yes / no, scale options, multiple options then it works out the scoring to allow the supervisor to present it to the agents and show how they're performing, wheres good and where improvements can be made.

    The setup and monitoring would be configured via the admin for supervisors for example and scoring can then be sent to the clients to see and review, also allow feedback to be given to the supervisor
     
  2. Silly English Kniggit

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    If you're using 3CX call recording in financial situation where it's legal requirement - you probably already have a big problem as users can stop recording.
    That said - the recordings are on disk - you could write a web app to allow notes to be made against them etc.
    We've only got one client who wanted this - and the ability for users to pause their recordings in 3CX meant we had to use 3rd party system that users could not prevent recording.
     
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  3. Shane_Blackwell

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    I think there's some confusion here, I'm referring to a call centre process / terminology for the ability to evaluate the agents taking the calls to ensure the quality of the call (be it the actual conversation not the QoS) is maintained and to help identify where training / issues are to address the agents with training / coaching.

    If this is something thats not widely used at the moment then it would be curious to know if there's a market for it. As other call recording solutions such as Redbox, Verint, Nice, Genesys etc all have this sort of product available to be used.