Imagine having the power to quickly locate ten calls where your agents did not comply with TCPA regulations. Such a discovery could potentially save you from costly penalties. Better yet, imagine if you are having an agent struggling with a particular process; all you have to do is pull up similar calls for coaching. On the other hand, if an agent has been working hard to improve their performance, pull up the calls that show the improvement and recognize their hard work! At Call Criteria, we have been working hard over the years to create a suite of technologies specifically designed to help busy contact managers, supervisors, and coaches tackle their most significant challenge; being too busy for effective quality management.
Modern Technology for Busy Contact Center ManagersGone are the days when we evaluated call center quality by choosing random samples and reporting on spreadsheets. Today, technology allows you to review 100% of your calls and drill down to the call point, where a certain point was discussed. The beauty of such processes is the data will give your agents a chance to learn from each other, encouraging a culture of collaboration, e.g., how did Bill handle that difficult question, or how did Juliet empathize with the customer? We believe effective call quality monitoring is about drilling down to the most crucial customer-agent interactions to improve customer experience. But it doesn’t stop there; the best-in-class quality program will start a discussion with agents on their performance;
- Why did the customer call?
- What went well?
- What can be improved?