Date post: | 22-Jan-2018 |
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Introduction• Call scoring is very helpful and effective for ensuring that the agents are
offering excellent service and efficient solutions to the customers.
• Call scoring and monitoring in contact center plays a crucial role in
providing valuable insight on customer’s needs for making more
informed business decisions.
• Contact center managers are gradually using monitoring and scoring
keeping in mind the to improves the agent’s performance for enhanced
levels of client benefit, thus increasing the overall proficiency and
gainfulness of the contact center.
Introduction
• They are considered among the best methods to ensure that your call
center workforce is effective and providing excellent service.
• Here are few ways in which call scoring and monitoring can help contact
center agent’s:
a. Identifying agent’s strength and weakness
b. Interactive training sessions
c. Goals alignment
d. Maintaining performance report of the agent’s
e. Formulating redressal plan for agent’s
f. Creating learning environment
Identifying Agent’s Strength And Weakness
Call Scoring can prove to be useful when assessing call center agent’s
performance. With these dual approach contact center managers have the
power to access qualitative data from customer interactions as well as
quantitative performance measures from scoring.
The call center manager can listen to the interaction of the agent with the
customer on the live call and can analyze the pain points of the agent’s or
where is he/she lacking while conversing with the customer.
Interactive Training Sessions
After identifying the strengths and weaknesses of agent’s performance during
the call, contact center managers can use this information for providing valuable
feedback to the agent’s. Providing the agent, the points of interest from the call
recording which demonstrates where they disastrous to meet the desires of the
clients and additionally the information extricated from call scoring structures
will make the criticism more itemized and broad.
This will enhance agent’s motivation to improve their skills and will also create
more accountability for agent’s performance leading to interactive coaching
sessions.
Goals Alignment
After providing feedback fortified with details from call monitoring and scoring,
contact center managers can collaborate with the agents to develop an action
plan. The activity design may comprise of more point by point instructing
session for agent's, experiencing e-learning modules and preparing materials.
Agents can also sit with their peer mentors to see the way in which they handle
customer calls and can take useful insights from them. Over here contact center
managers can ensure that the agents have a clear understanding of the areas in
which they need to improve.
Maintaining Performance Report Of Agent’sContact center managers, must use both call monitoring and call scoring to
track the progress of the agent. They can refer to the action plan and can
accordingly target and listen to live or recorded calls. During this process, they
have the ability to assess the changes and adjustments made by the agent’s
according to the action plan.
If the interaction is not up to mark, then it becomes the responsibility of contact
center managers to address the problem and to provide a quick feedback to the
agent’s. This will help the agent’s in adjusting their process accordingly.
Formulating Redressal Plan For Agent’s
Contact center managers can formulate a redressal plan for agent’s if even after
the feedback and coaching session they are not making changes in the customer
call. Providing the agents with a solid information from call recordings and
scoring to support the choice will help the operator in understanding why the
redressal design was defined for them and in which way it can be useful for
them.
Creating Learning Environment
To make a competitive environment call scoring and monitoring agent’s
execution turns into a vital viewpoint in a contact center. When agents
believe that their calls are being monitored and they will be given a
detailed assessment, they will understand that it is an exercise to boost
their productivity and would not be weighed as a mode to defame or
criticize them.
Advantage Of Call ScoringWith an advantage of call scoring you can set a benchmark your renting
teams, making a steady and responsible sales process i.e. your center can
without much of stretch recognize deteriorating or insufficient methodology,
focus in on client torment focuses and disappointments, and help center
preparing and expert advancement endeavors for your work force.
Quality Assurance
Proper Agent Training
Improve Agent Performance
Better Understanding
Cost-Effective
Better Feedback Given
Helps Creating & Tracking Proper Action Plan
Identify Expertise in Agent Performance
Have Inexpensive & Efficient Product
Call Barging
Cultivate an Environment of Learning &
Improvement
Help Agents to Improve Using Feedback
Identify & Resolve Problems Quickly
Helps to Prepare Effective Scripts
Define What You Monitor
Improved Customer Experience
Reward Deserving Agent
ITCube BPM
Email- [email protected]
Phone- +1 (614) 434-2376
10999 Reed Hartman Highway,
Suite # 134, Cincinnati,
Ohio - 45242, USA
An ISO 9001:2000 , ISO 27001:2005
Certified Company
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