Introduction• Call scoring is very helpful and effective for ensuring that the agents are

offering excellent service and efficient solutions to the customers.

• Call scoring and monitoring 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.

Introduction

• 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:

a. Identifying agent’s strength and weakness

b. Interactive training sessions

c. Goals alignment

d. Maintaining performance report of the agent’s

e. Formulating redressal plan for agent’s

f. Creating learning environment

Identifying Agent’s Strength And Weakness

Call 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.

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.

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.

Maintaining Performance Report Of Agent’sContact 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.

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.

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.

Advantage Of Call ScoringWith an advantage of call scoring you can set a benchmark your renting

teams, making a steady and responsible sales process i.e. your center can

without much of 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.

Quality Assurance

Proper Agent Training

Improve Agent Performance

Better Understanding

Cost-Effective

Better Feedback Given

Helps Creating & Tracking Proper Action Plan

Identify Expertise in Agent Performance

Have Inexpensive & Efficient Product

Call Barging

Cultivate an Environment of Learning &

Improvement

Help Agents to Improve Using Feedback

Identify & Resolve Problems Quickly

Helps to Prepare Effective Scripts

Define What You Monitor

Improved Customer Experience

Reward Deserving Agent

ITCube BPM

Email- info@itcubebpo.com

Phone- +1 (614) 434-2376

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Ohio - 45242, USA

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