ITCube Solutions BPM/BPO/KPO/ITES

ITCube Services Overview

ITCube BPM Services Overview

ITCube BPM Service Overview

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.