Since it was founded in 2000, J. Lodge has been setting the industry standard for call center quality monitoring while taking a socially conscious approach to its business model. The company employs a virtual staff of monitoring analysts who are former business professionals disabled by illness or injury and who must work from their homes.
It's a finely tuned operation that has taken years to perfect and involves analysts listening remotely to call center interactions and completing customized scorecards to rate the quality of the calls. Scorecards are then compiled and reports are provided to clients so they can evaluate the effectiveness of their customer service interactions.
The paper- and spreadsheet-based scorecard system that J. Lodge was using was time-consuming because scorecards needed to be updated for each new attribute that was being monitored and attributes could change monthly. In addition, manually aggregating all the scorecard data to fully evaluate call center performance was challenging.