By Robert Stanley, Sr. Manager, Marketing Operations for CallMiner

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day.

The problems that plague the minds of QA and monitoring teams are many, but some are more prominent than others – and have a bigger impact on the company’s bottom line. To find out what these most pressing concerns are and how QA and monitoring teams can solve their biggest challenges, we reached out to a panel of call center leaders and QA professionals and asked them to weigh in on this question:

“What’s the one problem that should be keeping call center QA & monitoring teams up at night (and how can they solve it)?”

Mark Paetz, Director of Quality Assurance at Higher Ed Growth, was one of the featured industry leaders. Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients.

“All call center Quality Assurance (QA) & monitoring teams would likely agree that it’s compliance keeping them up at night. How it’s changing. How to stay ahead of it. How to be more transparent. Teams should always be thinking about how to increase real-time quality assurance in order to stay ahead of compliance violations and guideline infractions. It’s critical to monitor and manage lead interactions while they are occurring in the present. To be able to analyze and act right away. Having the information after the fact only does so much and places QA teams – and consequently, their clients – at a disadvantage.

How to solve this? A good first step is to implement data mining and quality software that scans call recordings in real time. It means QA teams have near-instant alerts of potential compliance issues – and can certainly sleep more soundly at night.”

Read all of the contact center tips on CallMiner.com: https://callminer.com/blog/20-call-center-leaders-qa-pros-reveal-1-problem-keeping-call-center-qa-monitoring-teams-night-solve/

 

CECU 2018: Student Success Takes Center Stage

  This op-ed is written by Joe Laskowski, Managing Partner and Chief Marketing Officer of Higher Ed Growth, a full-service agency that specializes in the post-secondary education industry and CECU member. Laskowski was a CECU 2018 speaker. The 2018 CECU Convention & Exposition was held in Orlando in early June, encapsulating everything that the organization […]

Gamification in EDU Contact Centers: Agent Leaderboards

Games have been an integral part of life throughout history as a way to pass the time in an entertaining, engaging and rewarding way. So, what if we took those same game elements and placed a similar structure around tasks to drive desired behavior? Could work become “fun”? Engaging? Drive results? That’s the idea behind […]

Higher Ed Growth Co-founders Named to Sun Devil 100 Class of 2018

Tempe, Ariz. – April 25, 2018 – Two co-founders of Higher Ed Growth (HEG), a leading full-service marketing agency specializing in post-secondary education, were named to the “Sun Devil 100 Class of 2018.” The Sun Devil 100 celebrates the achievements of Arizona State University alumni who own or lead innovative businesses across the globe. Sponsored by the […]