Posts Tagged ‘quality management’

How to Improve Your Call Quality Monitoring in the Call Center

Posted on: January 16th, 2020 by Magdalena Horváth No Comments

Let’s admit, it might be difficult for both customers and agents to understand each other when it comes to solving an issue via customer service phone lines. In such stressful situations, having the right approach and handing the call with no interruptions is vital in order to keep customers calm and satisfied.

The same goes for outbound activities. Given the high volume of customer service interactions call centers have on a daily basis, monitoring your call quality is critical in order to make sure that your processes are going smoothly, and that your team is handling customer interactions professionally.

Below are my tips on how you can improve call quality monitoring in the call center.

Which elements contribute to the quality of your calls?

Having local hardware, accessories and internet services, together with an up-to-date contact center system, is essential for quality calls. VCC Live is definitely among the best solutions for stable operations: our primary features come with a 99,5% minimum availability guarantee, enabling smooth and continuous contact center operations.

Furthermore, in order to able to take and make quality calls, you’ll need to leverage good-quality telecommunications services that are able to smoothly operate within your software. At VCC Live, we make sure that the quality of our call connections remains at their highest by working together with more than 40 highly-reliable telecommunications providers around the world. We assure service continuity by providing you with multiple failover routings if you fall victim to service interruptions on the partner’s side.

Last but not least, your agents’ dedicated work and your contact center software’s technical solutions can also help you keep your quality management at the highest level. VCC Live comes with a sophisticated Quality Management module that lets you easily assess and provide feedback on your agents’ work. You can also listen in, whisper or join a call in conference mode. And with our latest feature, the monitoring Dashboard, you can see your Key Performance Indicators in real-time, no matter where you are!

The importance of monitoring call quality

The aim of quality monitoring is to identify calls that are failing to meet predefined standards and customer expectations, and then take action to make the process better.

Tracking customer calls is a common practice in call centers, and for good reason: call quality monitoring will allow you to observe your team’s performance, and as a result be able to adjust their activities for better results.

Furthermore, if you suspect any anomalies regarding your workflow or how your agents are handling certain situations, you’ll be able to easily intervene and react in time, again for better results.

Monitoring your calls systematically will also help you save the time and money you would normally spend on solving problems post-factum.

Call quality monitoring is essential for outbound calls too. By tracking your workload, average wait time and call abandonment rate, for instance, you can once again monitor your performance and overall customer satisfaction. And it is just one example of important KPIs that you can easily watch live in VCC software.

And last but definitely not least, we all know that one major mission of any customer service team is to make (and keep) customers happy. And what better way to keep them happy than by continuously monitoring your customer interactions and taking action to improve them.

How to improve your call quality monitoring

By implementing and applying call quality monitoring best practices, you’ll be able to detect areas that need work, and improve them in the long run.

First and foremost, create a list of the most important KPIs that you will frequently follow to ensure the smooth operation of your call center. There is no need to keep track of all data, just focus on what’s important for you and work on reaching your targets.

Then, make sure to choose a call center software that allows call recording and real-time call monitoring. With VCC Live’s software you can not only record your calls but also, with the help of features such as real-time monitoring, dashboards and wallboards, keep track of what’s happening in real time.

Furthermore, always take time to provide your agents with appropriate training sessions in order to enable them to excel at their jobs, while also frequently updating them about the system solutions that are available for them to use.

Providing feedback should be an important part of your monitoring processes. Make sure your supervisors are actively monitoring calls – for instance by listening into customer calls –and providing useful insights not only to their team but also to the higher managers and owners. It may be also a good idea to create real-time agent performance reports and display them on dashboards so that your agents can be made aware of their performance levels, and your managers can keep up-to-date with the results. Remember that there is no great monitoring solution that will do the job for you, so be active in verifying your results to make 100% use of it.

Another great call quality monitoring practice is to identify and save examples of your “best calls” and use them as training aids to help your agents acquire successful techniques to handle customer interactions.

And as we all know, practice makes perfect. Once you developed your call monitoring processes, it doesn’t mean your work is done. Testing your procedures and dynamically adjusting them to the changes that your company may be facing is equally important. Turning this into regular practice will make all the difference. 

Security and quality – the indispensable parts of product development

Posted on: September 6th, 2017 by viktorvarga No Comments

Change is an inseparable part of corporate governance. But every company needs to be able to meet the security-related challenges which changes in quality assurance and information handling raise.


The law of continuing change

Change is not only unavoidable, it is of chief importance in the business world. Every day, enterprises need to deal with changes in manufacturing, finance, processes, operations, and all other areas of business which are an inseparable part of progress. But when working on updates and changes, or rethinking strategies and releasing new products, questions regarding security and data safety are raised. Every update or a new product release has an impact on company operations, and can seriously affect corporate image. Whether this impact is big or small depends on how timely unexpected events and unforeseen results are handled.

A number of methods and practices have been designed especially to help companies and enterprises proceed go through change and new release processes, and perform them in an expert, and most of all secure, manner. Some companies use applications or online platforms to track every task and its results through a ticketing system. Others use less modern means such as paper-based forms and templates. Each method, however, has the same purpose: to follow through a process with strict control points, and to oversee the smooth development of products and services, and their safety and security levels. This type of control allows for discrepancies to be filtered on time, and for smoothly-working elements to be strengthened and developed further. It is also of key importance when involving third parties, such as vendors or service and storage providers. Not only do you need to ensure that all involved parties adhere to and use the right level of security and quality management within their own organisation, you also need to oversee the quality of their work, based on your own quality and security standards and processes.

As a software development company we believe that the security of our customers’ and clients’ information and data is of the utmost importance. As one of Lehman’s laws of software engineering says: “Systems that are used must change, or else they automatically become less useful.” Inspired by this rule, we constantly work on improving our services and products, while also always aiming to keep the security of our solutions at the highest possible level.


Meet change – securely!

Receiving an unbiased expert evaluation is crucial in software development, especially when it comes to the security and safety of programs and applications. Every software development company has a number of options open to it to ensure the right amount of security is applied in their solutions and releases: OWASP (Open Web Application Security Project), Quality Assurance processes, and strict testing with a first and second pair of eyes. All of these options aim to help software developers update their existing products or develop new ones, while staying focused on quality and security. We have already shared an article on the importance of seamless testing processes and involving certified testers dedicated to this important task, and how VCC Live’s in-house testing processes are carried out (you can read the article here). Below we share our views on some more aspects of Quality Management and Information Security Management that we concentrate on within our own organisation:

  • realistic timeframes – the development of flawless software products requires time. It is not only important for development teams to have enough time to create a product, as testing and quality assurance activities, as well as the need for updates that may result from them, also require time to be performed. A software solution can be sent back many times for corrections, making it impossible for developer teams to release the finished product within a short time frame. If this process is put under pressure, it may lead to unfortunate events and high security risks, such as information leaks, data theft, and so forth. While it is important to have release date schedules, it is also important to remember that PDCA methodology, important for every management process, contains not only a Plan in its name – it is also important to Do, Check, and Act, meaning you should carefully check for any risks and act to fix them before it’s too late. Which brings us to:
  • continuous improvement – it is very important to make sure that quality assurance processes within the company are always adhered to, as they provide the basis for organisation improvement in the future. Information and experiences during the testing and quality assurance period should be recorded and shared as lessons learned among the involved parties, to help develop a process of continuous improvement. Being open to users’ feedback and experience is also important, and such feedback should not only be always welcomed but also taken seriously, because if it isn’t the development company risks losing its users’ trust in their professionalism.
  • secure coding – as a part of continuous improvement, secure coding practices provide invaluable help for software developers and programmers in finding alternatives in coding and reducing or eliminating vulnerabilities in their product. Secure coding is an extremely important part of every software developing process and should not be taken lightly – if defects and logic flows in the software are not taken care of, they can lead to serious security issues.
  • customer data security – when releasing applications or products that process customer data, such as personal details, bank card information, or any other form of customer data, it is not just of the utmost importance to make sure this data is processed securely, you need to make sure that data is kept safe at all times and will not be leaked to any third party, even in the event of hacker attacks. This is something an experienced etchical hacker can be of great help with.
  • business impact analysis – when working on several features or functions, or on configurations or bug fixes, it is extremely important to coordinate the testing and release readiness not only of each separate element, but also of their combination in one comprehensive product as well. Different features must not only be tested individually, the ready software or application needs to overgo a strict business impact analysis process to ensure that the combination of features works seamlessly together, having no negative impact on users, information handling, or business. If even one single element is proven to be unsecure, this can jeopardise the safety and reliability of the whole product, leading to information and data leakage or product unreliability.

All flows” is a saying that refers to the constant change through which the world goes. And a changing world affects companies and businesses as well. While new developments are a good thing, helping enterprises expand and become prosperous, they can also be the reason for them to fail if not handled securely. Businesses should not be afraid of change, rather they should learn to control it safely and take full advantage of it. It is OK to hold back on product releases if they are not yet fully ready. It is OK to stop a process if it comes with too many risks for customers. But it is never OK to jeopardize the security of customers’ data and their trust.

Two new certificates awarded for business data safety standards

Posted on: November 28th, 2016 by viktorvarga No Comments

VCC Live are delighted to announce that we have been awarded two new ISO certificates, one of which only two other Hungarian companies, and only 791 European companies in total, have ever received. The awarding of these certificates is proof of the success of our aim to keep both our business data and our partners’ business data in safe hands.

According to recent figures from Kaspersky, more than 16,000 cyber attacks are registered worldwide during an average workday, and this number is continuing to increase. The majority of these attacks come from external sources, with only a small percentage being traced back to fraud or data mismanagement within companies themselves.

40% of all Hungarian companies do nothing to safeguard business data. Despite these figures, a 2015 Hungarian survey, focusing on the general state of information security in Hungary, showed that only a quarter of all large companies carry out internal IT audits, and 40% of companies fail to do anything at all to address IT security. This approach represents a potentially huge risk, especially for companies using social networks and cloud-based applications, or where employees work online or remotely.

We believe that security challenges can only be met thorough preparation, innovative technologies, and continuous internal and external monitoring. In particular, to maintain a continually high level of customer data safety, VCC Live has created an Integrated Direction System. This comprehensive solution guarantees the safety of our service and systems and our partners’ confidential information, as well as providing disaster recovery plans to deal with potential incidents.

At the beginning of 2016 VCC Live revealed that we had been awarded the PCI DSS international certificate, a milestone for our real-time phone paying services. We are delighted to announce that we have now been awarded two further information safety certificates, ISO27001 and ISO22301.

In order to be awarded these two certificates we had to fulfil very strict business and practical safety requirements. We are proud to report that we received a ”Highly accomplished”  commendation for all 190 ISO27001 and 54 ISO22301 requirements, and also received ”Outstanding” commendations for a number of these requirements.

The ISO27001 certificate, which as one of the most important certificates in this field will be known to many of you, outlines guidelines for information and data security, and matches the EU’s General Data Security Directive to be introduced in 2018.
The aim of the ISO22301 certificate is to guarantee business continuity (BCP, DRP) and create stable company practices. This is invaluable when assessing internal and external risks, and important when preparing detailed plans for all potentially critical business situations.

As, according to surveys, only 27% of Hungarian companies regularly carry out IT risk assessments, we are proud to say that we are also at the cutting edge in this respect. Up until now only two Hungarian companies had been awarded the ISO22301 certicate, but it reflects our dedication and determination to provide a safe data environment for ourselves and our partners that VCC Live has now become the third member of this elite group.

Of course, being awarded certificates is only the beginning of the process. Our long-term day-to-day goal is to continually review and improve VCC Live’s IT security and business continuity processes, including undergoing the yearly audit required for the annual renewal of all three certificates.

Built-in mp4 player: accessing your sound files has become even simpler!

Posted on: December 2nd, 2015 by viktorvarga No Comments

Our new feature, a built-in mp4 player, is available from today, making the playback of operators’ conversations even quicker and easier.

Using our new built-in mp4 player feature, any stored conversation in VCC’s system can now be retrieved within a few seconds without the need for any external software, making it faster to playback calls and improve call quality control.

The player is available on the main reporting interfaces, i.e. the CDR report, project-independent CDR, quality control statistics and record events menus. The option to playback the selected sound files can be found on the task bar, and can be initiated using the ‘Play’ icon.

In the previous version of the VCC client, an external default media player programme was launched after the sound file was downloaded, but now the playback of stored MP4 files starts automatically within the interface. Playing back conversations is also more convenient, as workflow is now no longer interrupted by pop-up windows appearing when an external media player is launched, and external playback software compatibility problems are also no longer an issue.

Another useful feature of the player is that you can choose any playback speed for the conversations without a change in speech pitch, thus allowing supervisors to reduce the time it takes to check sound files, without losing important details.

The built-in player will soon be upgraded with a new tagging function, which can immediately mark certain points in conversations, thus making it easier to search for particular moments within sound files that are opened. It will also become possible to sort conversations marked with similar tags.