Agents monitored by another “human” means you are able to objectively evaluate the interaction between the caller and the agent. This cannot be achieved by any other method and the Paisley Group “Call Quality Monitoring” is a tool that provides an unbiased set of “EARS”   Each Agent is Rated for Success”….

There is more to quality measurement than listening to the customer / agent interaction.  Details provided through established benchmarking, voice quality measurement, and comprehensive reporting highlight the underlying root cause information to develop action plans for improvement.  The Paisley Group Call Quality Monitoring service provides an unbiased third party assessment of an agent's customer interaction.  The quality measurements are used to determine satisfaction criteria and assist the call center in improving service levels.

Call Quality Monitoring is an effective technique to determine customer service and call center quality.

The Paisley Group auditors measure the interaction, voice inflection, ability to respond to objections, problem solving skills, greetings and closings, as well as other criteria.   Auditors listening to live or recorded calls apply the same Customer Fulfillment^SM, Customer Care^SM and Voice Delivery review, and measure unscripted calls applying specific proven criteria to a live customer experience.  Incorporating Customer Satisfaction Surveys following the monitored calls enhances the study and produces high impact results.