“AUTOMATED QUALITY MANAGEMENT MAKES AGENT EVALUATION INSTANTANEOUS”
Anil Chawla, MD, Verint talks about changing dynamics of Customer Engagement Solutions and Analytics led Workforce Engagement.
they not only optimize each channel, but they also better understand the customer journey and take corrective action for converting customer detractors to promoters. They have achieved significant improvement in customer satisfaction while reducing costs and improving sales conversion rates.
Where does employee engagement fit in here? The key is having tools that bring the most important nuggets from speech and text analytics data to the employee’s fingertips. As customer inquiries grow in complexity, most employees can’t memorize all the information necessary to respond effectively. For example, your speech and text analytics applications might identify that customers are asking most frequently about one line of service or product. Employee engagement tools can then populate agent desktops with an easy-to-access, intuitive repository of information to help them answer the questions customers are asking about that service or product.
For example, Bank of Montreal (BMO) uses speech analytics to identify the top five processes per line of business that drive the most repeat calls, as well as customers’ top digital challenges. Given the fact that the company has 12 million customers in North America and fields tens of thousands of calls annually, the data is golden and is used by the bank to drive positive change.
How would you define Performance management analytics to chart a plan for growth for BPOs
BPOs have traditionally adopted the use of quality monitoring in combination with call recording to evaluate a small portion of employee-customer interactions for use of the proper greeting, inclusion of an upsell offer, reading of a relevant disclaimer, script adherence and more. Assessing the calls and documenting the results are important for identifying coaching and training needed by individual agents to improve their performance.
Although many quality practitioners may consider their quality programs automated, their programs typically consist of manually evaluating, scoring and reporting on five to seven percent of an agent’s calls. Even the BPO typically have not been able to evaluate a statistically significant portion of calls, and so might miss critical skill gaps that demand attention. Automated Quality Management (AQM) solutions change all that. It’s an important addition to any BPO’s technology stack, providing solid assurance that an organization’s performance and customer experience improvement programs are on target.
AQM provides automated performance scorecards in an at-a-glance format that make it easy for employees and their managers to view results and pinpoint areas for improvement. By automating the scoring of evaluation forms based on business rules created for each question, AQM makes agent performance evaluation instantaneous, so managers can address skill gaps within a day rather than at the end of the month. Scorecards can trigger alerts that then schedule coaching on the skill and knowledge gaps identified, and progress can be tracked after each session to gauge uptake and effectiveness.
It is important to have VoE (Voice of Employee) solutions to build WEM (Workforce Engagement Management). Your thoughts on the same.
Voice of the Employee ( VoE) solutions make it clear you care and they provide a timely, cost-effective alternative to traditional, third-party employee satisfaction surveys. Organizations can easily survey thousands of employees across hundreds of locations and multiple languages, then centrally measure, analyze and take action on their feedback. By capturing employee feedback using their preferred channels—including email, web, mobile, and SMS surveys—you can gain critical insights for fostering employee engagement and empowerment, productivity, satisfaction and retention.
The cumulative benefit to overall customer satisfaction is clear. Granted, contact centers & BPOs today have access to all sorts of analytics to mine voice recordings, text, the web, social media, and other customer touch points, so they can spot trends and respond to issues more quickly. The importance of analytics cannot be overstated as a way to extract call content, identify emerging issues or concerns, and quantify the number of calls regarding a specific problem, but getting the information directly from contact center agents in almost near real time allows the company to act on and resolve issues much faster.
And while VoE is a somewhat roundabout way to get at customer sentiment, it can be more reliable than VoC solutions alone. For example, a large IT outsourcing company combined and analyzed customer and employee feedback to optimize internal business processes and increase customer experience scores. After asking customers to give a customer satisfaction score on their experiences with departments such as sales, operations, help desk, billing and delivery, they asked employees to rate the same departments on how important their work is to the success of their jobs. They also used text analytics to analyze verbatim comments to help identify trends. Using one centralized platform, the company then mapped the survey data from both and drew conclusions to prompt process improvements.