What are the Two Pillars of Quality Management?

Call recording has long been recognized as an essential element in quality management. Many contact centers have an effective quality monitoring system already in place that collects and scores recorded calls. It’s a system that works – but now there is a way to make it even better.

The advent of speech analytics offers the possibility of gaining even more insight from every customer communication. When call recording is combined with speech analytics, the result is a strategy that increases the value and effectiveness of the contact center’s quality management program. 

Merging call recording with speech analytics can significantly boost lead conversion rates, as well as increase customer retention levels. At the same time, it’s a way to be 100% assured that agents are always in compliance with federal and industry regulations. 

Any opportunity to add or keep customers that is not acknowledged is one that, in effect, ignores potential sales and profits. With speech analytics, contact centers are assured of gathering all of the valuable data contained in every incoming call. 

Using the Tools Available

Call recording and speech analytics are indeed the two pillars of quality management. However, at most contact centers quality monitoring practices have not evolved for 10 or 15 years.

With all the different touchpoints now available to customers, and with call content changing as a result of these communication options, is it really still enough to just evaluate a handful of randomly-selected calls every month? How many sales opportunities may be missed? How many customer service issues will remain unnoticed?

The technology is here – now – to track and evaluate the entire customer experience, and use that data to improve contact center efficiency. And thanks to the cloud, that technology has never been more affordable. 

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