Call Monitoring & Benchmarking

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Business Issue - Determining the customer experience via best practice criteria enables the contact center to identify successes and challenges, and progress along the world-class customer experience continuum. Monitoring live calls and/or reviewing archived calls is the most reliable way to ensure your customers are receiving the quality of service you expect your representatives to provide. For managers in the midst of bustling contact center activity, finding time to observe calls objectively and thoroughly can be difficult. Tapping into the resources of an experienced third-party reviewer can remedy this situation.

Omega Performance’s Solution - Omega Performance’s Call Monitoring & Benchmarking is the answer for busy contact center managers. Our consultants are veterans of the contact center industry who qualify for the role of third-party observer of center performance. Their experience drives the evaluation of:

Objective call monitoring (remote, recorded, or wave files)

Specific examples of “did wells” and “next times”

Analysis of overall performance—strengths and gaps

Internal benchmarking for ongoing comparison

Partnering to create definitive plans for sustainment and improvement

What Is Included

Call Monitoring & Benchmarking provides the visual and detailed data that measures the success of training and coaching initiatives. Sessions are conducted on a 30-, 90-, 180-day basis so that contact center team management can maintain an accurate picture of performance and track Kirkpatrick Level 3 achievement. Over a two-day engagement, Omega Performance consultants monitor calls and provide a written findings document that includes a charting of each representative’s performance on the major components of a call. The document is supplemented by live discussions that can occur via teleconference, web cast, or in person.

Results You Can Expect

More efficient and effective contact center representatives
Assurance the customer experience is up to par with contact center best practices
Identification of strengths and gaps in performance
Comparison of current to previous months’ performance for internal benchmarking purposes

Who Should Be Trained

Front-line representatives previously trained on service and/or sales skills.

Prerequisites

Participants should have some familiarity with assets and liabilities, personal financial statements and tax returns, and the requirements of Regulations Z and B.