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.
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
