Key tools to improve the performance of sales and customer service teams
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Since every customer interaction directly impacts the future revenue and growth of an organization, sales and customer service teams are often looked at to improve the quality of these interactions.
With quality management systems, organization’s can optimize and improve the performance of phone-based agents through call recording, evaluations and coaching. A quality management system can also include: screen recording, evaluator calibration, customer surveys, e-learning and reporting.
When used together, these applications create a powerful process for consistently improving the performance of the agents and the satisfaction of the customers they are serving. When selecting a quality management suite, its best to consider the following applications and key features:
A powerful call recording application should include:
- Certified Phone System Integrations [CT/ACD] for 100 percent recordings, complete metadata for more accurate searching, and agent “hoteling” in a contact center
- Compliance Features such as access control (i.e. role-based security, LDAP integration), protection of sensitive data (i.e. encryption, scrub or pause), logs for tracking file access or modification, and customizable recording retention policies
- Comprehensive Search Tools to assist with locating recordings based on metadata, desktop analytics data, or speech analytics data
Screen recording is extremely valuable when investigating agent verbal delays, data entry errors, and application navigation issues that are not perceptible in the recorded audio conversation.
Evaluations are an essential part of a quality management system. The scorecards should be easy to build, maintain, and share. The user-interface should be intuitive with categorized questions, flexible options for answers, and automatically tallied scores to speed completion. A complete quality management system allows supervisors, customers, and agents to evaluate an interaction using the same criteria.
Evaluator calibration tools help to normalize inconsistent scoring practices and variances in the evaluator’s interpretation of criteria. The ability to identify and adjust scoring anomalies provides a more fair and consistent representation of an agent’s true performance.
The Voice of the Customer (VoC) is an extremely valuable component that helps to understand the customer’s perceptions and expectations, and inform the criteria and goals of the entire process. Classic customer surveys are different than quality management surveys in that they are focused on an individual transaction and the customer’s most recent experience.
Coaching / eLearning
In a quality management process, agents with low evaluation scores require coaching, which is often dependent upon the time allocated for their supervisors. Some quality management systems have the ability to automatically assign, send and track eLearning assignments through completion. This ensures coaching takes place — even when supervisors are busy with other tasks.
Effective quality management reporting is critical and closes the loop on the effectiveness of the quality management process. Reports that show trends and measure improvement in performance are the most valuable to the business and provide a basis for determining next steps in process improvement.
Implementing these integrated quality management applications and features with your sales and customer service teams will produce consistent and measurable results that will grow your business and improve your overall customer experience.
For more information on these quality management applications or dvsAnalytics’ Encore Suite, please visit www.dvsAnalytics.com.