| Kowal Associates, a leading Customer Relationship Management (CRM)
consulting services company located in Boston, MA, announces its new
"CCMonitoring" program, an exclusive contact (call) center
monitoring plan that helps companies analyze and track the effectiveness
of their contact center programs. Kowal monitors telephone calls (inbound
and outbound), emails and correspondence.
Designed to benefit both in-house and outsourced call center suppliers,
the CCMonitoring process examines a representative sample of the
interactions at a client's contact center. According to Kowal Associates
Senior Consultant Marcia Hicks, CCMonitoring ensures that customer
service representatives (CSRs) are meeting the company's customer
service goals. The program also alerts clients to problems their
CSRs cannot address without additional tools or scripting.
"There are a number of factors to look at when monitoring
a contact center," Hicks said. "The CSRs may be in place,
but do they know everything they should? Are they acting in a professional
manner? Are they providing customers correct and sufficient information?
Do they have proper speaking and listening skills? CCMonitoring
ensures that these issues are recognized and can then be addressed
by supervision."
Each CCMonitoring program is performed remotely, guaranteeing that
the observations will not be colored by any in-house bias. Also,
when Kowal Associates is specifically charged with monitoring, there
are no interrupted or missing sessions.
Kowal Associates calibrates every CCMonitoring program before it
is implemented. In the calibration process, Kowal and the client
agree upon a center's performance criteria. This criteria is comprised
of multiple factors such as listening skills and product knowledge.
Kowal then proposes a scoring method, keeping in mind the call center's
goals. Finally, call center personnel including representatives,
supervisors and managers are briefed on the criteria that have been
identified. Through this method, the customer service program goals
are identified and communicated to everyone.
"Before we embark on any monitoring program, we match the
program to our client's goals," Hicks said. "This ensures
that we know our client's expectations. We also provide reports
specially designed for each client. Some clients request individual
CSR data ready for a supervisor to use as feedback while other clients
prefer reports with actionable items to be provided to higher management.
About Kowal Associates: Kowal Associates specializes in the design,
integration and management of in-house and outsourced contact centers.
These services include service bureau selection, program management,
monitoring services and operations consulting. Kowal also helps
its clients improve their customer service, consumer affairs, and
fulfillment operations. The company is known for its work in highly
regulated and sensitive environments.
Kowal Associates long-term clients use the company as an integral
part of their marketing team, involving them in all areas. They
provide a broad range of services from strategic planning to training
customer service representatives to managing their marketing program's
day-to-day details. Kowal's client support philosophy is to be constantly
informed of changes that effect client industries, and most importantly
their customers. Kowal also educates clients about current and cutting-edge
technologies, such as speech recognition and e-care applications.
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