Call Center Quality Monitoring: 3 Ways Analytics Improves Performance

As a contact center professional, you know the critical value that exceptional customer experiences powered by call center quality monitoring deliver to your company’s brand and bottom line.

Case in Point:

From 2012 to 2017, the top 10 brands surveyed in KPMG Nunwood’s annual Customer Experience Excellence study achieved 10 times the revenue growth of their Financial Times Stock Exchange 100 Index (FTSE 100) counterparts. And brands pegged by the study as “transformational”—those that saw the most improvement over the previous five years—achieved four times the revenue growth and 50 times the profit growth.¹

Exceptional customer experiences have become so critical, in fact, that you probably spend less time justifying your resource and budget requirements to your executives, and more time finding ways to be more strategic with your teams and your dollars. That’s why contact center analytics has emerged as a must-have technology for truly dedicated customer service organizations—it helps companies efficiently improve and continually fine tune the customer experience.

Many leaders, however, find initial deployments of contact center analytics to be a bit overwhelming. Unsure of where to start, often they undertake too much too soon and fall short of any meaningful results in the near-term. But it doesn’t have to be this way.

Based upon our own Calabrio best practices, here are three ways you can use analytics to quickly improve your contact center’s performance.

1. IMPROVE CALL CENTER QUALITY MONITORING BY PREDICTING AGENT QUALITY SCORES. 

With analytics, you can utilize machine learning to predict the scores of future calls based upon the calls that have been manually scored by your evaluators. By examining manually completed evaluations alongside speech analytics and other interaction data—then leveraging machine learning to predict the evaluation score a contact would receive using current evaluation trends—analytics lets you predict agent quality scores for 100 percent of customer interactions. With the help of analytics, you can easily:

• Eliminate random monitoring and instead pinpoint the interactions that truly warrant a manual evaluation instead of guessing which calls to evaluate;
• Highlight and provide instantaneous feedback to high-performing agents;
• Identify the “gold standard” of interactions that can be shared as a best practice with your entire team of agents;
• Engage in proactive outreach to customers who might need follow-up or extra attention.

2. IMPROVE CALL CENTER QUALITY MONITORING BY MAKING PERFORMANCE MONITORING MORE EFFICIENT. 

By incorporating analytics into your performance management tools, you can leverage holistic and insightful visualizations that can be used by agents, managers, and supervisors to drive more engaged and high-performing agents. For instance, analytics can help you easily:

• Build call center scorecards displaying key, at-a-glance performance indicators, such as average handle times; average sentiment analysis score, and average predictive quality scores;
• Monitor agents’ service levels using KPIs that change color once certain thresholds are hit.
• Better benchmarking agent abilities, interactions, and track progress against their performance goals;
• Monitor and analyze 100 percent of calls, interactions, and desktop activity, so you no longer rely upon random monitoring to try to understand when and why agents use critical words or phrases;
• Use sentiment analysis to understand not only what a caller says, but what they mean, in order to recognize potential issues before other lagging KPIs such as sales or net promoter score (NPS) catch up;
• Correlate specific agents and teams with happy and unhappy customers in order to immediately send quality monitoring evaluators down the right path;
• Leverage analytics-driven homepage dashboards so call center agents always know how they compare to top performers in their group or team;
• Identify the best and worst calls for every agent;
• Share and assign as a “task” a best practice or call to review, so all agents stay up to date on what a good call looks like;
• Display links to eLearning or LMS modules so that when agents are struggling it’s easy to access the right training;
• Segment calls possessing negative sentiment scores or low predictive net promoter scores by agent, team or group in order to monitor negatively scored interactions within a specific team or group.

3. IMPROVE CALL CENTER QUALITY MONITORING WITH EMBEDDED ANALYTICS.

When analytics is embedded into existing quality workflows, users can gain access to the insights they need without having to go outside the environments they use daily to do so. For example, when analytics data can be embedded and exposed alongside and in sync with customer interaction audio playback, evaluators can listen to a call and view quality-specific insights at the same time. This type of data consumption aligns with the way our brains best process large amounts of information. Synchronized playback and scrolling leverages a mental process called simultaneous processing, which is what our brains use to integrate separate bits of data into a whole and gain single, snapshot view that makes it easier to compare and combine data points.

Embedded analytics allow you to:

• Spot opportunities for tailored coaching, best practices, and eLearning from every dashboard;
• Listen to an interaction while viewing quality-related data points and interaction such as call transcription, sentiment analysis, agent sentiment trends, and quality evaluation scores.
• Leverage agent profile cards and dashboards that display sentiment analysis and predictive quality scores over time so you can understand in-context performance trends as you view the underlying customer interactions;
• Use deeper contextual data to gain more thorough insight;
• Keep actionable insights at your fingertips, no matter where you are in the quality monitoring process.

Find out how Calabrio Quality Management allows you to review and assess the performance of individual agents and teams—with minimal time and effort. Watch the demo.

¹ Marketing Week. “Customer Experience Investment Fails to Pay Off as Performance Hits All-Time Low.” Nov. 23, 2017.