In this article, we are going to be looking at a “Use Case” for our entire platform. We will look at how the tool can help to improve various aspects of an internal QA department. The dashboard does that by enabling enhanced evaluation of agents ant their quality performance standards while increasing the efficiency of targeting areas that require improvement. However, the system also allows for documentation completion and assessment through various means, ensuring a complete picture of performance is available at all times. Throughout this article, we will look at what a supervisor or manager role may entail, and what our system offers to enable maximum efficiency for it. Of course, not all supervisors and managers are going to have the same role. However, our dashboard makes use of all of the key aspects for the majority of call centers and is easily changed to fit the ones it doesn’t already. Those items include, but are not limited to:
- Pulling reports
- Discovering Critical Issues and Poor Performers
- Performing Coaching and Receiving Agent Acknowledgement
- Monitoring Ongoing Performance and Improvement
- Reinforcing KPIs and Other Performance Criteria
Pulling Reports – The DashboardPulling reports for the management chain is one of the most commonly used for our dashboard. If you are using older technology, it can be quite difficult to get search terms correct for all of the issues that they want reports raised. However, our software combines all of the data into one page, with filters to allow you to select data in numerous ways that are certain to help you. The dashboard is the central hub for all of the information that you find on the software. Here is a screenshot of half of it. I have had to take out personal and confidential information, but there will be names, scorecards, etc. in all of the blank gaps: As you can see above, the Dashboard houses several different modules. Each of those modules focuses on individual data sets that are distinct and different from one another. All of the modules are available to download separately, all with different filters available for doing so. The “out-of-the-box” solution that you have available to use instantly can generate reports based on different filters, such as:
- Individual agents.
- Agent teams.
- Entire agent population.
- Lead sources.
- Specific extension numbers.
- Any other critical data that you may require.
- Section Scores. – This module provides a Top-Down view of the scorecard, including all sections, questions, and answers with the corresponding performance reported within each. That enables managers and supervisors to quickly identify the specific part, question, or answer that requires the most significant level of attention from the monitoring quality team.
- Campaign Performance and Group Performance. – These two modules display the average performance scores for the programmed data in the ‘campaign’ and ‘agent group’ fields in our system. You can populate those two fields with any values that are of relevance for your reporting purposes.
Discovering Critical Issues and Poor Performers – The Notification QueueThe Notification Queue is a primary module on the Dashboard that functions as a ‘To-Do List’ and an ‘In-System Inbox’ that Managers and Supervisors can use to review agent calls and track their progress. Each row in the Notification Queue represents a different call that an agent or supervisor flagged for review. Action Required. – When that selection is active, it displays calls flagged for review from the QA Manager or Supervisor. Those flags can be for several different reasons. The most common reason for a call appearing on there is a failed call. Take a look at our coaching queue for more information. However, the score for each call is a percentage, so out of 100. The typical threshold for failure is at around 80%. However, it is entirely customizable to your requirements. The other reason for a failed call is if an agent misses a specific point. An auto fail option is available for a single question, and it is also at your discretion. All of the calls on the notification queue will require a review to confirm or contradict the score. That will also determine the cause of the issue. When those steps are complete, you can issue a follow-up action plan based on the findings.
Performing Coaching and Receiving Agent Acknowledgement – Comments and NotificationsOnce the reason for a call being on the ‘Notification Queue’ has been determined, action will need to be taken by the Manager or Supervisor. That usually consists of coaching agents on their ‘Missed Points,’ as it is the most direct approach to improving low-performance scores. By using the in-system ‘Comments’ tool, Managers and Supervisors can send calls and messages to other users in the system, including Agents. Combined with face-to-face coaching, Managers and Supervisors can use this to reference specific examples that require practice or improvement. Agents can also respond to a Manager or Supervisor for this type of interaction with a message of their own, indicating “acknowledgment” or “understanding” of the issue raised. There are two other sections in the ‘Notification Queue’ that can aid in the coaching process and the follow-up of previously coached items:
- In Progress. – Similar to the ‘Action Required’ section, this displays all calls sent to another user in the system awaiting action or review by someone else. This section can assist in monitoring how quickly notifications are being responded to and addressed.
- Closed. – The closed section will display all calls that once had an “Open Notification.” However, they will have since closed by a user in the system. That indicates completion of that required action for that particular call point.