Call Quality Monitoring Is More Important Than Ever With Holidays Approaching


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Believe it or not, the holiday shopping season is less than one month away (Black Friday), or in some retail outlets, it is already here!.

Reports say that consumer spending in 2010 might be down this season. Other online reports show increased spending for Christmas.

This has some interesting effects in our space: online catalog companies, and e-tailers, are likely to see an increase in call center activity, as shoppers call in with questions, for support, to place orders, etc.; call center operations managers will be challenged to produce — more upsells, more saves, increased customer satisfaction.

As always, it will also be important to reduce the costs of running the center – less churn of employees, faster training cycles, faster customer handling times, etc.

Virtual Observer has been able to help many e-tailers address these issues and make serious performance gains, including Harry & David, Crutchfield Electronics, Fox Head Inc., Casual Male XL, Cigars International, J&P Cycles and many more.

Do your CSRs enter credit card information on-screen or take credit card information over the phone? It is also mission critical for e-tailers to maintain PCI compliance.

Virtual Observer helps firms remain compliant through the use of 256-bit media encryption and through granular security which allows administrators to control privileges down to the functional level and through our “LightsOut!” functionality, which automatically eliminate sensitive data after it has been entered on the screen.

Republished with author's permission from original post.

Richard Marcia
Rich is Marketing Director for Coordinated Systems, Inc. (CSI), in East Hartford, CT. Enjoys writing, technology, sports, music, good reading and being a parent of his 7 year old son. He lives and breathes his customers' call center experiences every day and uses his knowledge as resource and inspiration for his blog.


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