White Paper

Recording calls is not enough : How quality is reported makes a big difference — in customer satisfaction and ROI

HYPERQUALITYWhite Paper

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ClearMetrix © 2009, HyperQuality, Inc.

RECORDING CALLS IS NOT ENOUGH: How quality is reported makes a big difference —

in customer satisfaction and ROI

SummaryRecording calls to monitor and evaluate agent performance is just one step in the quality process. HyperQuality proves that

how those recordings are scored and reported can make a huge difference in actual customer service results, and in how

your investment in recording and reporting pays off. Comparing your recording vendor’s quality module with HyperQuality’s

ClearMetrix software solution is a classic apples-and-oranges scenario—choose the solution that best meets your company’s

needs.

More frequent call monitoring = improved customer service.It’s been proven again and again — consistently monitoring and evaluating calls is the single most effective way to improve

customer service. Naturally, with monitoring and evaluating comes recording, and several vendors offer various recording so-

lutions. Most call recording services include functions such as scheduling, searching, and basic reporting with some vendors

offering expanded services, including modules to perform and track agent evaluations. Recently, a few recording companies

have even branched out into higher value solutions including speech analytics and business intelligence.

What are the options for evaluating call quality?Many recording companies offer some kind of quality module as a natural extension of their business. After all, if you’re

going to record calls, why not try and help companies make use of those recordings? Quality modules offered by recording

companies usually include functions such as designing evaluation forms, capturing evaluations, collecting coaching com-

ments, scoring and reporting.

Unfortunately, many recording company quality modules are deficient in the areas of reporting and accountability. Recording

companies typically build their solutions without SME knowledge so their reports tend to be generic, one-size-fits-all. Evalu-

ation forms aren’t flexible enough to incorporate specific, custom requirements needed for a customer’s unique business.

Frequently missing are features include capping, bonus points, section weighting, and more. In addition, recording company

quality modules can be very narrowly focused, leaving the client to figure out the best way to select calls for evaluation,

and how to assign calls to evaluators, calibrate evaluations, audit the evaluation process and create and implement a call

dispute process. These functions aren’t just important, they are absolutely vital to the call recording and evaluation proc-

ess. Asking clients to handle these tasks manually can result in inconsistent and, worse, potentially inaccurate evaluations

and quality scores.

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© 2009, HyperQuality, Inc. ClearMetrix ClearMetrix © 2009, HyperQuality, Inc.

And the biggest complaint about recording company quality modules? The lack of “actionability” of the reports. What’s the

good of reporting data if you don’t know what to do with it?

HyperQualitys ClearMetrix solution focuses on the entire quality process from evaluations through coaching and follow-up—

and it can be used to get the most from your existing recording solution.

What is ClearMetrix?ClearMetrix is HyperQuality’s groundbreaking software solution that helps companies of all sizes improve contact, opera-

tional and marketing performance, driving improvements in the metrics that are important to them. It’s the only solution

that comes from a company that is focused entirely on quality and the total quality process. ClearMetrix isn’t a sub-set of a

larger product line or an add-on to another service: It is HyperQuality’s core business and it’s done better than anyone else

in the industry today.

The primary purpose of ClearMetrix is to deliver real data you can use, by comprehensive reporting based on evaluations

performed. Clients can:

• Perform their own evaluations or use HyperQuality’s service

• Audit past evaluations to ensure quality and consistency of evaluations

• Schedule and host calibration sessions with participants around the world, and report the results of those sessions

• Perform escalations (CAREs) on evaluations smoothly and seamlessly

Here’s how ClearMetrix works…ClearMetrix allows companies to take procedural scores from phone, email and chat evaluations and combine them with

customer satisfaction scores or other valuable data. Then the combined scores can be tied back to each and every individual

agent, for personalized feedback — and improvement. ClearMetrix reports are available for agents, supervisors and manag-

ers and can be filtered by date, campaign, contact center, communication vehicle, C-SAT score, procedural scores and more.

What are the advantages of ClearMetrix?• ClearMetrix can be used as a single solution company-wide, regardless of how many recordings—and how many

recording vendors—are being used.

• Actionable reports are truly useful and have real business impact.

• Calibrations are hosted in ClearMetrix and participants can participate from anywhere

• Audit scoring changes are automatically updated in reports so report scores are always up-to-date.

• Online escalations highlight possible scoring errors and provide real-time history of every escalation.

• Detailed reporting based on years of feedback and evolution from dozens of clients.

• AnyWhere Evaluations let individuals perform their own evaluations, which are automatically reported and up-

dated.

© 2009, HyperQuality, Inc. ClearMetrix

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ClearMetrix © 2009, HyperQuality, Inc.

• Web-based solution means up-to-the-minute evaluations and reports can be accessed by anyone with appropriate

permissions, anywhere in the world.

ClearMetrix makes sense for your bottom line, too.Recording company quality modules are offered as “add ons” to recording solutions, with charges for licensing, maintenance

and upgrades. The ClearMetrix fee is based only on the specific services you need, including reporting, evaluations, auditing

and/or calibrations. Licensing for all agents is free. And all upgrades and improvements are free, too.

Typical Case #1: Telecom provider consolidates systems—and gets more for less!A large telecom provider* acquired a number of smaller providers over several years. Most of those smaller providers came

with their own recording solutions in place. After consolidating, the large telecom company ended up with three different

recording solutions in use. The systems didn’t “talk” to each other and management had difficulty managing the quality

process. Too much was handled manually, which proved to be very expensive. At one point, the telecom company was faced

with paying maintenance for one of the recording solutions, with a second one due in four months. The total cost would be

$200,000 for the recording solution and the quality monitoring module.

The company looked at ClearMetrix and discovered that for $4,000 they could combine reporting for all three recording

solutions and receive all the services they previously received — plus ClearMetrix improved reporting and access. After six

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© 2009, HyperQuality, Inc. ClearMetrix

months with ClearMetrix, the telecom company had saved $76,000 in cost: plus saved $20,000 per month in operating costs

through automation of calibration, roster and auditing processes. One more bonus: with all QM under one roof, the company

is able to take quick and effective action, improving the quality scores for one lagging call center.

Typical Case #2: Global company gets the big picture from multiple recording vendors.A large technology manufacturer* with over 10,000 agents across 10 different call centers around the world, receives over

10 million calls a month, with QA supervised by a central corporate QA team. As with many similar companies, their out-

sourcers utilize several different recording solutions, making it difficult to identify and manage quality across the entire

enterprise. They were attracted to the centralized quality solution offered by ClearMetrix. HyperQuality was able to quickly

and efficiently integrate the various outsourcers’ recording solutions, establishing a central “place” to view evaluations from

throughout the company. ClearMetrix enabled them to define a central and standard quality process and, more importantly,

to benchmark quality performance across the enterprise. All agents could access their own evaluations and managers and

supervisors could view any agent’s performance at any time.

The result was that, for the first time in the company’s history, they were was able to identify a definitive benchmark and

gained agreement across the outsourcer base on true quality performance. Over several months with ClearMetrix, they

improved agent behavior in several areas. To date, the company has improved quality by 15%, customer satisfaction by 10%,

and is saving over $50,000 in labor through automation within ClearMetrix. The company still has quite a way to go before

becoming a truly world class quality center, but they made significant strides and are heading in the right direction.

ClearMetrix boosts quality on its own or as part of your team.ClearMetrix is the best—and most cost-effective—solution on its own. But for a company with multiple recording solutions

or looking to upgrade, ClearMetrix can also make a great consolidation point. Instead of trying to figure out how to get your

recording solutions to “talk” to each other, let ClearMetrix pull it all together—and create better, more actionable reports,

leading to more improvement of agent performance and increased meeting of business objectives.

Summary: Make the most of your investment in call recording and monitoring.Recording calls to monitor and evaluate agent performance is just one step in the quality process. With ClearMetrix, Hyper-

Quality proves that how those recordings are evaluated, scored and reported can make a huge difference in both customer

service quality and your company’s bottom line.

* Fictional story compiled from actual experiences.