For the past few articles that have posted on our site, we have been looking at scorecards, agent monitoring, performance monitoring, and reward schemes. In this article, we are showing you how we, here at Call Criteria, are making the coaching process even easier for you and your business. We are doing this by introducing the coaching queue into our dashboard.
Although we already have a coaching queue on our dashboard, this “notification queue” is more updated and comprehensive. It contains an overview of all notifications that are available to managers, supervisors, and agents. Therefore, in this modification to our software, there are more features available to you, with more visibility and customization. This article is going to give you a run-through of the features that are in this section.
A lot of QA companies will provide you with call score statistics that you may have to compile yourself into a possible coaching program. For example, in our agent performance tracking article, we showed you this image:
This data may be the sort of thing that you receive from a QA company. It will then be your responsibility to see that this agent has missed “closing the call” on 88% of their calls, and base training around that. However, this is a hindsight view of how your agents have performed over a specific time in the past. While this is a handy tool to show how many times something gets missed, and if there is an improvement or not, we believe it can be more accessible.
Often, training that takes weeks or even months to action can have costly implications for businesses. The reason for this cost is that while the coaching is pending, the agent may still be making the same mistakes.
In the time that we live, with instant messaging and emails, you would not want to only receive emails or messages once per week. You may miss important updates or meetings or anything. So, we thought, why should you have to wait and look back over your agents’ performance? That is where our new, notification queue comes into play.
Here, you have access to the notifications raised by anyone in your team, or our QA team. The messages are instantly accessible by everyone who needs to be. First of all, you have the option to filter the notifications by three options:
The in-progress section will allow you to see where someone has taken action on one or more of your required threads. For example:
Here you can see that there is a notification that is in progress with Lonna Rood. We will look at what you can do with this section further into the article.
Next, we have a Dispute Created checkbox:
Although there is nothing to show here, this is where any raised disputes will show. So, if at any point, anyone in the resolution chain raises a dispute about the notification, it will show here. Therefore, you will be able to keep on top of any of the problems that you may come across.
This ability will come in handy if you have a large number of notifications, and you wish to get to the more serious and urgent ones first.
Next along the line are the three boxes: MN, SV, and AG. These three boxes allow you to filter the notifications by who is available to see them. For example, you can see notifications only available to managers (MN):
Only available to Supervisors (SV):
And agents (AG):
All of these results can be filtered further by the action required, in progress, and closed boxes too.
Next, we are going to have a look at the subheadings below the filter boxes that we have been talking about earlier. Therefore, let’s take another look through this image:
As you can see, there are six subheadings:
You can sort all of these columns into specific orders. For example, you can press on the agent tab, and it will sort alphabetically into agent names. This ability is also a great tool to see if there are any agents with more notifications than others. Or, on the other hand, you can filter by sort notification to see who the acton is with at the time of sorting.
As I said earlier, we are now going to take a look into the “action required” section a little bit more. The “action required” list will show all of the notifications that have been raised by agents, supervisors, managers, or our QA team. However, it will not show any that you have either taken action on or completed. As you can see in the image above, there are three colors to denote who created them:
Orange boxes show agent or manager created notifications.
Light green show messages from supervisors.
Dark green is a calibrator from our QA team.
This tab will give you an insight into how long the resolution of actions are taking, and allow for micro-management of individual cases.
Hovering your pointer over the information icon will show a pop-up box showing the most recent open note on that file.
Here you can see that the agent had dropped a point or two, leading them to get a 91% score. However, Bobbie must have realized that they did not miss the point that caused the lower rating. Therefore they took their query to their supervisor. The supervisor then completed the steps set out in our agent tracking article, found here, and decided that they did not miss it.
I mentioned earlier about the agent’s action that is required. Now you can look further into the notifications to see what is going on. In this next image, you can instantly see that the agent, Lonna, has raised a query to their manager based on their 84% score.
Lonna wrote a message to say that she tried to get the information from the caller, but the caller declined to provide it.
As you can see, the manager has then responded to the message explaining the scorecard scoring system, and that it was correctly marked. It also got pointed out that the score dropped due to that information not being collected. The manager has then sent the issue to the team leader (TL) to allow them to deal with any further requests about this issue.
After the manager has sent the notification to the team leader, this will disappear from the action required list as there are no more actions that the manager will need to complete. It does, however, stay in the in-progress list until either the team leader or the agent closes the action.
As you can see on the timestamps of the messages, there were merely hours between the agent raising their issue and the manager explaining the protocol.
The time was only hours due to the managers’ schedule and could have been quicker if it was required. The instant messaging style of the notifications allows you to give immediate and traceable feedback for a plethora of issues that may arise.
The other great thing about this section is that you can filter it by specific agents. When you can see the notifications by particular agents, you will be able to check if the feedback and advise has been relevant and correct. Therefore, you can keep track of your agents, supervisors, and managers, and their interactions regarding issues, to ensure that all of your staff understand the processes required.
The closed tab will show you all of your closed notifications. It will allow you to see a list of all of the closed notifications in the time selected. These are also sortable by manager or supervisor tabs.
Therefore, you can see how many they have received and dealt within that time. Although this tab has been created to round the notifications off, there are a few benefits to it:
Finally, at the top right of the section, there are the gear and export list icons.
The gear icon will open a list of export columns that you can choose from to export. There is extra information in the export settings, as they do not all need to be on the dashboard.
After you have selected the columns to export, you can export them into a .csv file. The ability to export your data may not be something you use very often. However, it certainly has its benefits:
There may be certain times that you have a specifically high or low number of notifications, and you wish to keep them as “record weeks or months.” Or perhaps you want to keep a record of each month throughout a year, and want to print them. We think that, whatever you use them for, it is better to have the option to do it, than not.
We believe that with this new release of our coaching queue, you will have much more control over the coaching of your agents. You will be able to monitor who is creating notifications, who is closing them, and how often.
It will also give you instant access to the information and allow you to respond immediately. Therefore, if you have an agent that is struggling with a specific part of a call, you will be able to give instant advice about how they can improve on the next call. Or, if you see that specific agents are struggling, even after the notification resolution, you can offer more intense and directed support.
If you would like a demonstration about how we can help you, please contact us here.