CEC Bank set up their contact center to handle telephone banking transactions. Call Recording was selected as the recording system to ensure all calls and screens were recorded for compliance and liability management purposes. Quality management (QM) is seen as essential in order to maximize agent professionalism. The Elevēo Quality Management platform was selected to base their QM processes on.
Target
To improve agent performance by monitoring and evaluating as many calls as possible.
Primary Results
Quality Management makes it very easy to evaluate calls and deliver the evaluation feedback to agents. The possibility for the agents to evaluate themselves shows managers how agents relate to their own work. This highlights the difference in perceived priorities between agents and their supervisors and enables supervisors to ensure that agents are fully aligned with corporate priorities.
Secondary Benefits
Call Recording and Screen Capture are the most effective tools
available for tracing errors in the bank’s CRM system
“The two applications enable me to make proper
evaluations and develop agents’ professional skills.
The agents realize they need to improve [in] many
more areas by listening to their own calls. They can
hear what I hear.”
Roxana Grumazescu
Telephone Banking Coordinator