How Call Scoring and Monitoring Helps Contact Center Agents

How Call Scoring and Monitoring Helps Contact Center Agents

Call monitoring and scoring 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.

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:

1. Identifying agent’s strength and weakness: Call recordings and 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. 

2. 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.

3. 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.

4. Maintaining performance report of the agent’s: Contact 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.

5. 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.

6. 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.

To know more about call scoring and call monitoring you can contact us directly on +1 (614) 434-2376 or you can mail us on info@itcubebpo.com

Call Scoring Guide to Your Questions What, Why, & How Come in Minds

Call Scoring Guide to Your Questions What, Why, & How Come in Minds

What Is Call Scoring?

Call scoring is the evaluation of phone call data against a defined performance standard, usually for the purpose of scoring customer service agents. For sales and marketing teams, call scoring can enable surface certain metrics to like sales specialist script compliance and inbound lead quality.

Once you’ve established the criteria that make up a successful customer service or sales experience, the first step in successful evaluation is recording inbound calls for transcription or playback. These records would be able to give key insights into your operation.

With an advantage of effective call scoring system, you can answer the questions and provide some much-needed peace of mind for managers and agents alike. With call scoring, your center can without much of a 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.

Key Points-

• Call monitoring and scoring is done for 100% of prospect interactions
• Call quality is done by an unbiased third party agent
• Call score is determined by key questions being asked by leasing consultant
• Unprecedented clarity for property and portfolio managers
• Discovers strengths and weakness of their leasing team’s sales process
• Identifies and allows leasing deficiencies to be addressed immediately
• Evolves assessments into teaching moments for your team

Why Is Call Scoring Essential for Multifamily Lead Management?

The eventual fate of multifamily lead management stages lies in the capacity to have genuine renting execution perceptibility. Territorial and portfolio directors have ached for the capacity to have a straightforward knowledge into how their renting groups are performing consistently without picking through untrustworthy and obsolete metrics.

Call monitoring gives a benchmark to your renting teams, making a steady and responsible sales process. Additionally, it improves leasing performance, sales process inconsistencies, and ensures proper communication with every potential renter that contacts your community.

Key Team Performance Opportunities-

• Provides benchmarking, goal setting and accountability
• Allows for individual/team coaching and feedback
• Expedites leasing skill-building, training and development
• Promotes a learning and progression-focused environment
• Improves quality of customer service and satisfaction

How Does Call Scoring Improve Organizational Performance?

A multifamily lead management platform that includes call performance capabilities addresses a multitude of challenges. With upgraded perceivability into performance, renting adequacy should never again be judged utilizing inconsistent and conventional metrics such as:

1. Closing Ratios
2. Exposure
3. Randomized Shopper’s Reports

These metrics all provide room for assumptions rather than conclusions, increasing the likelihood of inaccurate judgments.

If you are interested or to know more, call on +1 (614) 434-2376 or send us your queries at info@itcubebpo.com.

Accelerate Core Business by Outsourcing Medical Record Handling

Medical record handling companies provide medical data summarization and reorganization options in medical record management services. Medical record summarization is an accurate and efficient brief summary of the medical record adhering to all medico-legal norms. Integrity of the medical data and accurate comprehension of it are the key factors in good summarization practice. These summaries prove helpful to litigation firms and claim processing firms.

An efficient medical record summary helps companies to review a pile of medical records with minimal time investment and it is very easy for the companies to take further actions or steps based on the accurate medical data available. In short summarization and reorganization of the document reduces the extra efforts in gathering medical data and provides handy references for them to review.

In House or Outsource MRH Services?

For a summary to be precise and accurate a team of experienced and skilled resources is required that includes:

1. Medical documentation experts
2. Medical language specialists
3. Doctors
4. Medical professionals.

Handling Summary Operations in House Will Have Following Challenges:

1. Hiring resources with such a skill sets
2. Managing day to day operations from sorting documents to summarizing the documents.
3. Maintaining the deadlines
4. Identifying missing data.
5. Changing daily protocols as per client’s requirements.

Meeting those requirements and challenges can divert the focus from core business and can prove expensive affair. Rather than managing it in-house, it is always advisable to outsource the task of organizing and summarizing the medical records to a reliable medical record management firm.

Lead of Outsourced Medical Record Handling Work:

• All operational activities from sorting to summarizing and organizing documents is managed by the record management firm.

• No efforts required from the firm for customization and it can be managed again by record management firm.

• Reviews can be ready in stipulated timeframe and main focus can be given on core business.

• As medical document experts are working on it more organized and simplified medical record data will be generated, mostly tabulated form and will have cross references available to the source documents.

• Assurance regarding integrity and authenticity of the medical data.

Why ITCube…?

1. ITCube has over 10 years of experience in handling medical records including medical record summarization and reorganization.
2. Experience summarizers, doctors, medical language specialist on board.
3. Ability to handle all types of records, and all forms of records.
4. Capacity to process large volumes in given turnaround time.
5. Medical experts and Six sigma and lean culture helps to adhere to quality norms.
6. HIPAA compliance for data privacy and security.

Take BPO Leap for Business Growth

Take BPO Leap for Business Growth

Business process outsourcing is a business in itself. It is widely recognized and accepted concept in the current world. BPO though sounds very brief but has entered almost every sector and established as a backbone to the core business. It has not only touched the manufacturing world but also has entered the healthcare management as well as records management industry. Functionalities which are time consuming, costly, complex in managing on site are outsourced to the BPO industry. Time difference between the actual site and BPO location also acts as an advantage.

Types of BPO Services

Grossly the BPO services are divided in to basic 2 types- 

• Horizontal: Function centric outsourcing and carried out specific functions across different industry domains.

• Vertical: It provides multiple functional services in the limited number of industry domains.

The functional services can be grouped into following sections:

1. Customer Interaction Services: In includes but not limited to voice and email processing, marketing, customer support and customer feedback.
2. Back Office Services: In includes but not limited to payroll, data entry, data extraction, document imaging, healthcare services, insurance services.
3. IT/Software Operations: In includes but not limited to application development or testing, implementation services.
4. Finance Accounting Services: In includes but not limited to billing services, auditing and compliance.
5. Knowledge Services: In includes but not limited to data analysis, data mining, data management.
6. HR Services: In includes but not limited to administration, recruitment, workforce training.
7. Travel Industry: For bookings
8. Manufacturing: For order placement and help services.

Advantages of BPO Key Features

• Ability to Focus on Core Business:  As BPO works as a third party vendor for various functions in a particular business, it enables the business to grow by focusing on core operations.

• Availability of Experienced Professionals:  The functions carried out at BPO are always maintained with quality and productivity as job are carried out by professionals with domain expertise.

• Cost Reduction: It saves the money and cuts the cost. BPO has given rise to a talent pool available with relatively lesser wages. The infrastructure and other costs to carry out these operations at business site are reduced to null.

• Access to the Latest Updated Technologies: Outsourcing the work to the companies with latest software and technologies with a competitive rates keeps the relatively smaller businesses updated in the modern world.

• No 
  Hassle of Staff Acquisition and Retention: 
  BPO industry has been the highest job providers. They provide employment to a lot of talented youngsters.

• Multidimensional Aspect: Multidimensional aspect of the BPO industry helps catering the customer needs and demands and provide gap fillers to the core business processes.

Conclusion:

BPO has proved to be the fastest growing sector…!

Current BPO service global industry market value is expected to reach $400 billion by 2020. BPO is now globally spread and widely accepted service. BPO sector of ITCube Solutions Pvt Ltd is multidimensional and one of the leading BPOs.

To know more about BPO services you can mail us on info@itcubebpo.com or you can call us on +1 (614) 434-2376.

Lead Generation : Empower Your Business With B2B Approach

Lead Generation With B2B Approach

Business is nothing but catering to the client’s needs. Clients are nothing but the customers. To start the business, to run the business and to expand the business it requires a need from customer. How to create a need and how to connect to the customer? Applying various techniques from the marketing world, an approach is developed which is called as lead generation.

What Is a Lead Generation...?

Technically, lead generation is the action or process of identifying and cultivating potential customers for a business's products or services. It is nothing but initiating the customers. This will lead to enquiry and finally if the interest is well nurtured then conversion of lead to sale.

There are a various types of lead generation techniques. Some of them are:

1. Demos
2. Email series
3. Kits
4. Events
5. Online lead generation

There Are Three Main Approaches:

• Outbound: Gathering business data on target account and establishing contact with target decision makers and moving the deal forward.
• Inbound: Promotions and advertising.
• Referral: Based on customer success and word-to mouth referrals.

Importance of Lead Generation with B2B Approach:

Connecting the customers at right time is a key factor in the lead generation. Outbound lead generation with business to business marketing helps the business to grow. In the current business world sending an email might not be an effective option. One deals with hundreds of emails every day and responding in the right way might not be possible every time. Connecting to the right person in given company is required for establishing contact and in the day-to-day busy schedules connecting to the right person is time consuming, but necessary of course.

B2B lead generation helps connecting the two business personals. Direct connection establishes more explanatory and informative dialog. The main purpose of lead generation is gaining attention of the customer, knowing the response quickly and acting on it further accordingly is best achieved via business-to-business approach.

ITCube with Outbound B2B Activity:

Knowing this current market requirement ITCube caters in the field of outbound B2B lead generation. We help connecting the leads by calling the concern person and make sure that a business contact is established between the two companies. It helps to connect companies which are globally distributed. Connecting to the people in different time zone at right time is another advantage of this process.

To know more about lead generation, you can mail us on info@itcubebpo.com or you can contact us on +1 614-434-2376

Why Lean Initiative Fail-Is It Resistance...? Let’s Start VSM

Why Lean Initiative Fail-Is It Resistance...? Let’s Start VSM

What is Lean

It is explained in various ways in various languages, ultimately deriving only one goal of removing waste in the production. This is nothing but a systematic and well-thought methodology for improvement of performance/productivity by removing wastes and reducing variation. This is a collaborative team effort for waste minimization without compromising the quality and productivity. In late 80s and early 90s, this concept was introduced to the world by Japanese manufacturing industry.

Lean and 5 Principles:

1. Identify Customer Value: Mahatma Gandhi once told “A customer is the most important visitor on our premises.” Lean begin with identifying customer needs. He pays only for the Value he is getting. If the requirements of the customer are not understood, it can lead to resource waste, reworking, time waste and ultimately the end goals are not achieved. This phase is to define the value of the product.

2. Make VSM (Value Stream Map): So, what is value stream map...? The most important step to achieve final goal of improvement in the process. The value ‘product’ is processed from raw stage to the product deliverable stage. There are multiple steps and process fragments involved which create a systematic process structure which can be termed as ‘stream’. Mapping all the steps and activities in the stream from customer demand till product delivery is called value stream mapping. This is carried out for every step including raw material collection to transportation, inventory generation to operations. 

All value added and non-value added activities are mapped with details regarding, time, number of stations where the activities are carried out and also time required to process unit product. This one-page map helps to analyze the complete process in one glance. As it contains all data of information flow, material flow and the operational data this phase enables to locate waste in the process.

3. Analyze Flow: After identifying value added and non-value added processes, wastes are removed, loop holes are eliminated. Process flow is analyzed and all the processes are arranged tightly to make sure that process has smooth flow. This reduces waiting times, gaps in the process and chances of errors. This phase achieves fluidity to the process by creating continues flow.

4. Create Pull: In current market pattern the customer demand increases suddenly. To meet the customer expectations for increased production with quality adherence, a pull is created. By following and inculcating first 3 principles now waste is removed and there is reduction in the production time. This production line can now cater the customer demands without any bottleneck at any point. In terms of customer, we start only produce when customer needed.

5. Seek Perfection: Pursuit of perfection is achieved through continuous improvement. This phase is nothing but a pause for analysis and to start over the lean cycle again. ‘Plan-do-check-act’. This results in Kaizen. Continuous improvement is carried out until stage of perfection is achieved and waste is eliminated.

Lean requires constant efforts and vigilance to get to the perfection.

Benefits of Application of Lean:

1. The takt time calculation (time required for unit production) and improvement in this time by reducing the waste, increases the production.
2.  The production cycle time is reduced.
3. Operations are smooth.
4. Reduce operation cost by reducing inventory, motion waste and overproduction cost.
5. Gain more capabilities to handle increased customer demands and increase creditability.
6. Overall impact on quality of the output. 

Lean Implementation Faces Resistance:

Despite of all the benefits lean implementation faces resistance from the industry. It is very difficult for many industry experts to change the set pathways. Resistance also comes from a fear of exposing process and problems. Many deny any scope of improvement or express time constraints, budget issues and resource unavailability. Unware of the scope of the lean VSM one may think that lean cannot be implemented to his process.

Reducing the resource for achieving productivity is not the approach. Systematic implementation of the lean principles and thereby reducing the waste can prevent expenses and increase profit.

Of course, complete mapping of the process and changing it accordingly can be a bold step, time consuming and may not give desired outcomes. Stepwise approach and systematic implementation of lean can be the solution for it.

Strategic Implementation of VSM Lean:

Value stream mapping can be practiced for a segment/department in the process initially.

Improvement can be assessed by eliminating wastes in only marked area to achieve perfection for the section.

Once this is achieved can be implemented to other processes/fragments slowly and systematically, which could finally cover the whole process and the goal of practicing lean culture for the whole process is achieved.

Scope of VSM:

It is very true ‘If you have a product, you have a value stream’. VSM can be applied to:

1. Any manufacturing industry.
2. Any work site situations
3. Any office environment
4. Any activity.
5. Any job shop
6. Any culture or work station.

Conclusion:

Built on the principles of lean and following the VSM culture, ITCube BPO has always caters the customer satisfaction. This is achieved via continuous improvement in productivity and maintaining the quality standards.

To know more about VSM culture and principal you can mail us on info@itcube.net or you can directly contact us on +1 (614) 434-2376

Five 5S Work Culture: A Lean Advantage

Five 5S Work Culture: A Lean Advantage 

Every work place has its own work culture. To improve quality and productivity ‘Lean’ approach has proved to be a magic wand.

What is Lean and 5S?

Lean is a process of continuous improvement in the work to create more value for the customer by various tools. Main principle of the lean is to eliminate ‘Muda’ (waste) in the process to make the process more efficient. One of the successful tools of the Lean is 5S. So what is 5S?

In 1970 Toyota introduced this concept. It was developed by Hiroyuki Hirano for his production systems. It is a structure of continuous improvement program based on principles of Lean. Five small word and they take the process to the new heights. It is also known as visual control or visual factory. Sounds interesting? Let’s look into this in more details.

 

5S is based on the principle of ‘Everything has a place and everything is in its place’. It is a circular-structured methodology of five process segments. They are:

A. Sort (Seiri):

In this phase one has to identify necessary and unnecessary aspects and items in the given process and sort them in a proper structure.

Advantages:

1. Makes work easy.
2. More focus on actual process without disturbance.
3.  Saves time of handling wastes in the process.
4. Helps to make sure hurdle-free workflow.
5. Saves energy and resource utilization.

B. Set in Order (Seiton):

In this phase arrange work flow and accordingly arrange necessary items for smooth work flow.

Advantages:

1. Prevents loss and waste of time and improves production.
2. Reduces the changes of errors occurrence due to unplaced actions.

C. Shine (Seiso):

In this phase one has to make sure that the workplace remains clean. This is achieved by daily inspections of the workplace for any wear and tear and also for any sudden waste generated which may obstruct the process.

Advantages:

1. Acts as a maintenance of equipment and workplace to avoid any obstruction due to problems occurred in equipment.
2.  Improve safety of workplace.
3.  Improve efficacy of the equipment.
4. Cleaning waste generated also improves the productivity and shows positive impact on the quality.

D. Standardize (Seiketsu):

Now in this phase one should work on standardizing processes at work place. Set standard operating procedures for every aspect of the workflow. Standardization is the best practice. Following and maintaining standards of every level of the workflow is necessary. This also includes naming and labeling.

Advantages:

1. It directly supports the quality of the work.
2. Easy to monitor workflow.
3. Any points for improvement can be easily identified.

E. Sustain (Shitsuke):

This phase is nothing but maintaining the positive effects from the previous phases. This includes regular audits, training and constant monitoring. Observations from this phase are again set in for the same cycle of 5S for elimination.

Advantages:

1. This ensures all the above phases are being worked upon.
2.  Maintains proper order.
3.  Improves self-discipline.

Scope of 5S Methodology:

This methodology was initially introduced for manufacturing industry, but has now entered and well expanded in various industries and domains like government, healthcare, media and education.

Overall Goals:

1. Reduction in waste.
2. Improved safety.
3. Improved productivity.
4. Worker’s commitment.
5. Many followers of this work culture also claim that this methodology improves morals and pride in the work place.

Conclusion: -

ITCube focuses on working closely with clients to document various operating processes and to determine the key performance parameters (KPI’s) that can be used for evaluation. As an outsourcing organization, ITCube can also help growing companies identify parts of the business development management process that should be moved to a team that can quickly become an extension of the client’s organization.

To know more you can contact us on info@itcubebpo.com or you can directly call us

 on +1 (614) 434-2376