The Ascent Group, Inc.

Call Quality Practices 2012

Our research report delivers the results of our 10th annual research on call quality programs. The Ascent Group conducted research during the 2nd and 3rd quarters of 2012 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way.

Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".

Call Quality Practices 2012 profiles the monitoring technologies in place within these companies, provide an analysis of monitoring approaches, including frequency, quantity of calls, monitoring objectives, responsibilities for monitoring/feedback, timing of feedback, communication techniques, calibration approaches. For those companies with dedicated Quality Assurance groups, we also look at how time is spent, ways to improve credibility, skill requirements, and feedback techniques. We take a look at how coaches are selected and trained, how coaching performance is measured, and coaching certification programs. Finally, we explore the successes achieved as a result of our participant's call monitoring efforts.

Published November 2012.

List of Exhibits from the report

Download a Research Extract from the report

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