Quality Assurance and Call Monitoring

Our Quality Assurance Programme is essential to our business. It ensures we and ultimately you have the best and most informative agents on the campaign. All agents within RSVP are monitored live every day. We used this live monitoring in conjunction with call recordings to carry out regular quality assurance checks on all our agents. These are recorded on our bespoke QA Reports, which are often presented to our clients on a weekly or monthly basis.

The call monitoring dashboard we use is impressive. RSVP can set up alarms for calls so that a manager or supervisor is notified via the dashboard based on the criteria they are looking for (calls over 5 minutes for example) and can instantly listen to that agent live and take over the call if they need to. We find this helps us to manage any difficult calls we may receive, but also recognise excellence in our agents. By being able to monitor and play back these calls, trends can be analysed and passed on to the rest of the team via our instant messenger system. As the CRM system is so adaptable, managers can make instant changes to call scripting or flow based on QA results. Notably in sales, we have found this very beneficial if a particular agent is doing well having developed a technique that can be permeated through the rest of team.

Our call monitoring software is integrated with our CRM system so we are able to tell where the agent is on the call flow at any given time. Analysis can help create the most effective call flow and target areas that are ripe for improvement.