This post comes in from David Hall of OpenBox. He can also be found at LinkedIn.
"Actually the first call center environ that I managed was about 15 years ago and we just used an old dos based system to report on incoming calls, wait time, dropped off, etc...that was pretty archaic and the second experience I must say was not much more advanced...at Fidelity which was also a few years back we literally monitored calls manually with a quality control check list for interaction...eg, did reps give name? properly give stock Quotes and news? follow procedures? etc etc, ask if customer had any final questions...
We had a check list we developed so was not real high tech...at MCI Worldcom they Did venture into what they called the 'web center' which was to be a center for all customer toughpoints but don't think it ever really took off....
Also once we would critique calls based on our quality assurance check list those with a certain % or say 100% rating on customer call interaction we would give gift certificate to movie and dinner and/or award/certificate to reinforce the perfect customer interaction...."
- David Hall
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