CallCentreVoice Topic Quality Management programmes

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Rebecca Braund on 30/10/2002 15:22:15.
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Rebecca Braund
Training Manager
Customer Management, call centre

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Quality Management programmes  [30/10/2002 15:22:15]

I desperately need information on the leading multi-media 'quality management' programme for call centres and it's costs - can anybody help me?

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Caroline XXXX
Quality/ Contact Centres
Contact Centre

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hi  [15/11/2002 16:52:56]

I would look at COPC or ISO9001:2000 quality standards for quality assurance

Look at implementing recording technology and designing measures and performance criteria for quality control

Some non competitive benchmarking with other contact centres could be useful

Or mystery shopping....

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John Nicholson
Account Manager
Business Systems UK

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Quality Consultancy & Call Recording  [18/11/2002 13:47:09]

Hi Rebecca

Business Systems deals with both aspects we have a division that deals with
Quality consultancy which looks at people processes & technology
We also have a division that deals with voice recording & quality monitoring
If i can help my telephone number is 020 8326 8247 or email john.n@businesssystemsuk.com

Kind Regards

John Nutley

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Corbett Hoxland
Consultant
Inobits

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Updated Information  [2/6/2003 12:35:42]

With regards to the inforation that Rebecca was looking for, I believe that i have that information in a nice email waiting for her.

Rebecca if you remember the information you are needing originated in Merchants in South Africa and then left its dimensions and data in bryanston.

Let me know if you are needing this information, I have a feeling that there will be some friendly faces looking forward to it

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