How Automated Scorecards Improve Agent Performance and the Customer Experience

Agents who stay motivated through proper coaching and training are your first opportunity to create a positive “moment of truth” for your customer. Using automated scorecards, you can drive agent performance by providing improved training and coaching.

What is call scoring?

Call scoring has been around since the inception of the call center in the form of Quality Monitoring. Recordings were (and still are) compiled and then reviewed by a supervisor to compare agent activity and performance. The challenge was being able to get a holistic view of agent and contact center activity. Manually listening to entire calls resulted in only about 1% of customer conversations being scored. Simply not enough representative data can be found in 1% of calls.

Where do you start with quality monitoring and automated scoring?

Speech analytics completely automates the humanly impossible task of listening to 100% of your customer conversations. It never gets tired. It never misses a call. It is able to score 1000’s of hours of recorded calls per day without coffee breaks, death by meetings, lunches, sick days or vacations. Analytics kick in immediately upon call completion, capturing every part of the conversation. This isn’t just keyword recognition like most QM and legacy systems offer. With CallMiner Eureka Analytics, the results are clear actionable information presented in a user-friendly dashboard with configurable score card metrics. These quality metrics are constantly measured across key performance indicators (KPIs) to identify exactly where agents need help. Supervisors are empowered to make informed decisions based on complete and accurate data. No more hunting through millions of recorded calls losing the opportunity to coach and train. Agent behavior can be reviewed in a matter of minutes or even seconds enhancing QM efforts like no legacy or manual process can.

Why do I need automated scorecards?

Agents have questions and you have concerns. The company has a clearly defined objective. Everyone working together to achieve that objective must be managed, measured, reported, rewarded, and sometime remediated. This gives you the opporunity to provide an optimum coaching and training environment to help your agents succeed.

Providing exact details to agent’s questions for coaching and training:

  • What kind of calls contribute to my score? (call volume & qualification)
  • Am I being measured fairly and consistently?
  • How am I doing?
  • How do I stack up against my peers?
  • Am I getting better or worse?
  • Where am I weak or strong?
  • Are these recurring problems or traits?
  • Do you have specific, relevant call examples?
  • Am I improving in the areas we agreed to in my last session, what are my new targets?

What is wrong with call scoring by humans?

Simply put, it is a flawed approach based on chance. First, the chance that you pick the right call to score out of the sea of interactions coming in to your agents. And, the chance that you are not just listening to a strong agent on a weak call or a weak agent on a strong call. Supervisors can easily draw the wrong conclusion.

It is also very subjective judgement to do manual scoring by humans. Gathering meaningful data on performance such as agent etiquette, policy adherence, and procedural guidelines becomes a challenge that makes it almost impossible to get an accurate picture of an agent’s overall performance.

How does Speech Analytics equate to revenue?

The ultimate goal is to enhance the customer experience to drive revenue. The customer experience typically starts with an agent. Coaching and training that agent to be the best she/he can be will strengthen your foundation of customer service. Sustainable behavioral change can only be achieved with continuous positive reinforcement — and retraining if necessary. Speech analytics exposes these issues allowing quality supervisors to make the necessary changes before any negative top-or-bottom-line impact can occur. Automated scoring of 100% of conversations provides consistent, accurate feedback to agents which is required to bring about behavioral change. This all adds up to better agents, happier customers, boosted business, and more revenue.

Conclusion

Speech Analytics and its ability to produce automated quality scorecards provides contact centers the complete, consumable picture they need to positively and quickly effect change in the performance of their agents, while continuously measuring progress towards their overall goals. Organizations can easily configure their dashboard scorecards to measure the metrics they need, and then measure how individuals, teams and the entire operation are performing towards its goals. The precision of the automated measurements enables call centers to go beyond the normal performance upticks associated with traditional QM coaching or training sessions to achieve an ongoing path of continuous improvement that is constantly monitored.

 

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