The Ascent Group, Inc.

Call Quality Practices 2009

Our research report will deliver the results of our 6th annual research on call quality programs. The Ascent Group conducted research during early 2009 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 2009 will profile 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 will look at how time is spent, ways to improve credibility, skill requirements, and feedback techniques. We also 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: June 2009.

List of Exhibits from the report

Download a Research Extract from the report

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