COLUMBUS, OH--(Marketwire - May 4, 2009) - In partnership with DMG Consulting, CallCopy,
Inc., a leading provider of innovative
call
recording,
quality monitoring and performance management solutions, today released
the "2009 Contact Center QA Guide: Building a World-Class Quality Assurance
Program." The guide was written for managers and supervisors of contact
centers who are interested in building a world-class quality assurance
program -- whether starting from scratch or enhancing an existing program.
At the front line of customer interactions, contact centers have a direct
impact on the overall client experience. Thus, contact center performance,
assisted by a QA program, is crucial to organizational success. As stated
in the
QA
Guide, "An effective QA program provides the contact center with a
vehicle for measuring the quality and consistency of service delivery,
capturing customer insights, and identifying trends, service issues and
training/coaching opportunities to improve agent performance and
productivity."
"A quality assurance program isn't an option for contact centers; it is
essential for the success of the contact center and entire organization,"
said Donna Fluss, president of DMG Consulting. "This guide is designed to
help companies that are building their first QA program and organizations
that want to enhance and improve the performance of their existing QA
efforts."
Jeff Canter, chief operating officer for CallCopy, Inc., added, "The
'Contact Center QA Guide' goes beyond simply discussing quality management
concepts, it provides step-by-step instructions for organizations to follow
-- essentially walking them through the process of building a QA program,
and maintaining it going forward. Rarely will companies find this depth of
information on QA available in one place, let alone in a free guide that
provides templates for success. Given the importance of quality assurance
to the contact centers we serve, however, we realized the value of the
material presented and wanted to make it available to as many companies as
possible."
The
QA
Guide, sponsored by CallCopy, details the steps contact centers should
take to ensure a strong, effective and well-received QA program. In
addition to sharing quality monitoring best practices and sample QA forms,
the 95-page guide provides in-depth coverage of the following areas:
-- QA program benefits;
-- Components of a QA program;
-- Creating a QA leadership team;
-- Developing a QA call evaluation form;
-- QA monitoring criteria and guidelines;
-- The calibration process; and
-- Agent coaching & training.
The "Contact Center QA Guide" can be downloaded at
www.callcopy.com/QAGuide.
About CallCopy
Through its commitment to the highest standards of customer and employee
satisfaction, CallCopy has established itself as a leading provider of
innovative performance management solutions. The highly scalable,
award-winning cc: Discover Suite delivers advanced
call
recording,
screen
capture,
quality monitoring, speech analytics,
customer
satisfaction survey and workforce management capabilities to contact
centers, trading desks, financial institutions and healthcare providers
worldwide.
CallCopy empowers organizations to gather business intelligence, which is
leveraged to maximize performance through improved employee retention,
compliance with government regulations, and a more customer-centric
environment.
For more information, visit
www.callcopy.com.
About DMG Consulting
DMG Consulting LLC is an advisory and consulting firm specializing in
contact centers and real-time analytics. DMG Consulting is also the leading
provider of industry research for many segments of the contact center
market, including: Quality Management/Liability Recording, Speech
Analytics, Performance Management, Surveying/Feedback, Workforce
Management, Contact Center Outsourcing, Hosted Contact Center
Infrastructure Solutions and Interactive Voice Response Systems. For more
information, visit
http://www.dmgconsult.com/.
Contact Information: Media Contact:
Kevin Wilson
513-898-1008