Kate R

May 2014

How Business Intelligence Can Be Obtained Via Call Tracking

What facts do most businesses wish that they had? The simple answer to this question is that they want facts that relate to their customers. The more that they know about their customers, the better the business is able to operate. Business intelligence can be just about any piece of data that one can obtain relating to the business.

Phone Calls Promote Customer-Employee Interactions

The phone calls that come into a business contain very important information within them. What do these calls tell us? How the conversations between employees and customers go. This matters for obvious reasons. All business owners want to know that the calls that are being conducted by their employees are being done in such a manner that they would approve of. The only way to know for sure is to listen in on those calls…. Read more

Business Insights: What To Learn From Phone Calls

One might not think that some simple phone calls could make much of a difference, but that kind of thinking needs to be changed badly. A number of business insights have been created as a result of monitoring telephone interactions between customers and employees.

The Mountain Of Data

The amount of data that one is able to get just from recording all of the phone call interactions within their business is incredible. Most do not realize just how much information passes between customers and employees. Of course, it is not possible to physically listen to all of these calls, so computer programs are necessary to funnel the data…. Read more

Agent Performance: In Their Control

When evaluating agent performance, it is ineffective to focus on metrics that are outside of their control. Service level tanked last month? There are a number of reasons that could have happened—spike in volume, vacant seats, too much outage approved by the supervisor–none of which the agent had any power to effect.

Call center agents are measured very heavily and very precisely. For very few other jobs does the employer know exactly when the employee started and ended being productive each workday. Reports will show how long each interaction took from start to finish, including talk time, hold time, and after-call work. This data, in isolation and in inexperienced hands, can lead to a misplaced focus…. Read more

New Approaches to Call Quality Monitoring Feedback.

The philosophy behind call quality monitoring feedback has changed over the last few years. In the past, the process was one-way (supervisor giving feedback to agent) and was consequently often viewed as punitive by the agent. The approach has changed due to the involvement of Quality Assurance, Training, and Human Resources staff in the design of monitoring programs and the coaching of supervisors on effective feedback delivery.

Imagine that you are a call center agent near the end of a busy shift. Your supervisor calls you in to a small, windowless room. You sit across from each other.  She has a form in her hand that critiques a call you handled  two days ago. You have handled 100 calls since then. She asks you if you remember the call. You don’t. She reviews each element of the form; telling you what you did well and not so well. She focuses on your tone, which she says was unfriendly. She has monitored a bunch of calls since she monitored yours and can’t remember (and didn’t capture) any specifics about why she thought that. You half-heartedly thank her and you both get on with your day…. Read more