A fresh approach to Quality Call Centre Monitoring and Coaching

Storacall has just announced the launch of Q-Coach, which is a Quality monitoring and learning solution to enable contact centres to deliver a consistently positive customer experience with the use of Call evaluation, behavioural learning and online coaching. It can be used with an existing voice recording system or one supplied by Storacall and it takes a fresh approach to the process of contact centre quality management by assisting contact centres to build customer loyalty, demonstrate brand values and generate cross and up selling. The system has unlimited scalability and can be used across multiple contact centres.

Contact centres are able to record customer interactions, evaluate advisor performance and report on the outcomes, however the Q-Coach concept is not just to measure, it is to use measurement to facilitate improved performance. Included in Q-Coach are the tools to manage the coaching process effectively and provide interactive desktop learning for team leaders and advisors in short chunks undertaken during times of low activity.

There are many elements that can contribute to improved performance, ranging from the way that measurement is carried out and evaluation conducted, to the manner in which these observations are fed back and coaching is delivered. Q-Coach, addresses each of these issues to give a fully integrated approach to improving the Customer's Experience. Included is a learning module in call evaluation and accreditation to enable team leaders to acquire the complex skills required in recognising, evaluating and coaching high level behaviours.

The outcome is a solution that continuously drives contact centre performance upwards in a positive and participative manner.

A full Q-Coach information pack is available from Storacall Publicity 01932 710710 or by email to sales@storacall.co.uk.