Quality Assurance - Mystery Callers

[gblucas]

I would like to be able to have the QA staff be able to call in to an agent in the call center and QA the call. I need to be able to block the caller ID, or spoof the caller ID, so the agent does not know that it is the QA staff calling in.

We really want to be able to see how our agents handle calls live, not just listen to the recording after the fact. We want to be able to control the direction that the calls go, and if I can't block the caller ID, then they will soon figure out who is calling in, and know how to treat the caller.

Anybody have any ideas?

gblucas
G3si CM1.3 with PRI TG's

 

[Zen216]

use public-unknown-numbering..
most carriers on the long-distance side will let you put in whatever you want for caller ID,, but the local carriers will most likely only let you send out a number in the DID range,, so if your QA dials a LD # to get back into the switch,, you could set it to what ever # you want, and change it for each call as well,,
or you could use per call CPN blocking, and put in a FAC to block the one call being made

display public-unknown-numbering 1 Page 1 of 2
NUMBERING - PUBLIC/UNKNOWN FORMAT
Total Total
Ext Ext Trk CPN CPN Ext Ext Trk CPN CPN
Len Code Grp(s) Prefix Len Len Code Grp(s) Prefix Len

4 5 2 4131234567 10


if you go the per call cpn route, make sure you assign a FAC to it

 

[98Converter]

Why can't you service observe a live call?

Of do you have scripts of questions they'll be asking to test the agent?

Thanks,
CJH

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[gblucas]

More information...

The QA department people are not in our office. They will be calling in off site. I am trying to block/spoof their caller ID on the inbound call to the agent.

This is a technical support call center, and our QA department is trying to call in an actual support call. They want to be able to ask questions, the same way that a real caller would with a real problem. We really want to see how much the tech on the phone really knows about the software product, how they handle a situation where they may not know the answer, and how they communicate with the caller. The QA department has extensive knowledge of the software product, so based on the agent that answers, they want to see if they can quiz them to see how they can take care of certain situations. The is all ad-lib, every call will be a little different and it will be scored based on several categories and it will be worth 100 points per call.

I hope that this helps clarify what I am trying to accomplish.

Thanks for all the responses...

gblucas

 

[Zen216]

are the QA people calling from a call center as well? Do they have the option there, to setup a per call CPN block? Are they calling from regular POTS lines? If regular lines, they can block their # by dialing *82? I think.. a quick call to your local telco would give you the number to dial to block the caller ID for that call.