Modern Technology for Busy Contact Center Managers
- Agent Coaching, Call Center, Compliance, Customer Service, Performance, Quality Assurance, Quality Management, TCPA Compliance, Technology
- BY Milica
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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
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.
Gone 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 point of the call 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?
Additionally, rather than using a scorecard to ‘grade‘ agents, your scorecard should monitor and track performance to provide insightful reports. Such a program helps you determine who is not complying with the regulations, who‘s your best agent and so on.
It Has To Be Accurate to Matter
Speech Analytics is not 100% Accurate. Although there are vendors in the marketing claiming to provide end-to-end quality monitoring using voice analytics, always keep in mind that speech analytics is still not as accurate as a human ear. Reason why we have gone ahead to add a layer of human analysts into our system to ensure reports on agent performance are a real representation of what is happening on the ground.
Fortunately, our efforts have not gone to waste. With an excess of 25 million minutes reviewed, our clients report month over month reductions in compliance violations at a rate of 7%, increased lead conversions at a rate of 12%, while improving customer retention at a rate of 9%.