....Targeting The Mid-Market

Among vendors that have found a profitable niche servicing the mid-market for call monitoring solutions is Data Collection Resources (DCR; Colchester, CT). The company's direct sales force caters to call centers with 25 to 150 seats.

Larry Hennessey, the company's director of call center technology, acknowledges challenges in working with mid-size call centers. Those new to call monitoring, he says, err by using the technology exclusively as a policing tool to ensure that agents are polite to customers. Hennessey suggests that call center managers monitor agents as well to determine whether they're meeting business goals (e.g., mentioning promotions during calls).

"The whole idea behind evaluating calls is to take the mission of senior management to an agent level," he says.

Hennessey encourages customers that are getting their feet wet with call monitoring to purchase modules of the Customer Experience Management System (C.E.M.S.) suite and to add modules as necessary.

By Lee Hollman, Call Center Magazine