There is only one way to monitor the calls that comes in, in a customer service environment. That is, to have calls recorded so that Quality Associates can listen to the call repetitively and grade each with a given metric.
NICE monitoring system
Nice provides the ability to record calls to be monitored by the quality associates. It is linked to the Avaya system so that it can capture the actual call done by each representatives. The voice calls are then converted into audio files. The Quality agents then, are able listen to them repetitively and grade them accordingly.
It is amazing how this system has helped monitor calls for Sykes. Real time calls are captured clearly allowing both customer service representatives and Quality agents do feedback and monitoring simultaneously. It has helped in enforcing good quality to service partners and have given Sykes the reputation of being one of the best vendors there is.
This technology has helped the BPO industry reach the height of where it is right now. It became a good measure for accuracy and made judgements and decisions easier. Also, it is a good channel for documentation, which obviously avoids errors.
For maintenance, a helpdesk is always assigned just in case glitches are encountered. General management of the actual system is maintained by NICE itself and have provided full support on Sykes’ Customer Service.
