Joint Venture with Eyretel Asia Limited.
Quality Evaluation Program …. Beyond Wires and Tapes!
More and more call centres are installing Call Recording equipment as
part of their technology. There are
a variety of reasons why the call recording equipment may be installed in the
Whatever the initial motivation, many call centres soon realise that it
provides the platform for an extremely powerful staff development program.
This is achieved by focusing on evaluation and coaching rather than monitoring.
Typically, vendors will install the gear, do technical training and then
leave the call centre to implement the program on its own.
Call Centre Managers tell us that this is simply not enough.
They are looking for implementation assistance which extends “beyond
wires and tapes.”
On this basis, we have entered into a joint venture with Eyretel
Australia Pty Ltd and Eyretel Asia Limited to help call centres maximise their
investment in call recording equipment. We
help them develop their own tailored
call evaluation program using a structured business model.
By focusing on call outcomes, they
can also link what often starts out as a quality initiative (soft) to the hard
business drivers of the call centre …. thus sustaining the quality initiative
The Quality Evaluation Program is an Eyretel and Resource
International joint venture to increase call centre productivity by improving
quality of call outcomes, staff motivation and performance.
Further articles on Monitoring & Call Evaluation are found here (Click)
For more information on Digital Recording and the Quality Evaluation Program Jennifer Howe
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