Call center managers are increasingly utilizing call monitoring and call scoring in an effort to enhance their quality control processes. This is because effective use of these tools yields both quantitative and qualitative data that are indispensable for optimizing call center practices.
If you are a call center manager who is on the fence about whether or not to include call scoring and call monitoring in your quality assurance practices, this blog post is for you. It discusses eight advantages of using call monitoring and call scoring in the call center.
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Accurately assessing call center agent performance requires a dual approach using both call recordings and scoring. When armed with qualitative data from customer interactions as well as quantitative performance measures from call scoring, managers can gain a more comprehensive understanding of an agent’s performance deficits and proficiencies.
For example, knowing that a call center agent struggles when interacting with customers who ask for a refund because call scorings from this call type consistently fall below the expected threshold is helpful, but knowing why this agent struggles with this call type by analyzing call recordings from these interactions is imperative to gaining a comprehensive understanding of where the agent is going wrong. This dual approach to analyzing agent performance enhances the precision of pinpointing agent strengths and weaknesses.
After an agent deficit has been identified and management has a comprehensive understanding of why the agent is failing to meet expectations, they can use this information to enrich the feedback they provide their agents during their coaching session. Providing the agent with an excerpt from the call recording that demonstrates exactly where they failed to meet expectations as well as quantitative data from call scoring forms will help to make the feedback more concrete and comprehensive. This will enhance the feedback process and make the coaching session more effective.
Once management has provided the agent with effective feedback, enriched with qualitative and quantitative data from call scoring forms and call recordings, they can use this information to develop an action plan for the agent.
For example, if an agent consistently falls below expectations on refund calls because they forget explain to the customer that the refund will be posted to their account in 10 business days, managers can collaborate with the agent to develop an action plan that addresses this issue.
After formulating an action plan, management must use both call monitoring and call scoring to assess the progress of the agent. To accomplish this, they must listen in on live or recorded calls that are targeted in the action plan. During their call monitoring, they should assess whether or not the agent has made the appropriate adjustments and if their interactions are more in-line with what is expected of them. If not, addressing the issue as soon as possible and offering feedback to the agent is imperative – so the agent can adjust their approach accordingly.
If after developing an action plan and providing timely feedback to the agent, they still aren’t making appropriate adjustments, developing a remediation plan for the agent should be considered. Providing concrete data from call recordings and scoring to support the decision will help the agent understand why the remediation plan was recommended, decrease agent defensiveness and increase their willingness to engage in the remediation plan.
If after analyzing calls from different agents within the same department, you noticed that there is a specific team that is engaging in practices that aren’t effective or efficient; conducting an agent training for the entire team that addresses this issue is warranted. You can start the training by identifying the performance issue and then present data from call recordings and call scoring to drive home the point. This will help the agents understand exactly where they are going wrong and will also enhance their understanding of how they can improve the skill. This will significantly enhance agent skill-building, training and development as well as the overall effectiveness of the call center agent workforce.
Making call scoring and monitoring a cornerstone of the agent evaluation, training and feedback process will help to cultivate an environment of learning and progression within the call center. When agents understand that their calls will be monitored and they will be provided feedback based on this, they will understand that it is in an effort to enhance their training and development, not to ridicule or punish them. This will help to increase their openness to receiving this feedback and motivate them to increase their performance.
The end result of all of the aforementioned advantages of call monitoring and call scoring is a more effective workforce. When call center managers engage in consistent call monitoring and scoring practices and provide agents with timely feedback based on their performance, the agent’s skill, development and effectiveness will all improve. Agents who are more skilled at interacting with customers will provide better customer service and, as a result, customer satisfaction will increase.
Call center mangers seeking to enhance their quality assurance processes should consider a dual approach of utilizing both call monitoring and call scoring. These tools enrich their feedback, enhance their coaching sessions, expedite the call center agent skill-building process and improve the overall effectiveness of their team. Their agents, team, customers and call center as a whole will significantly benefit as a result.