The Ascent Quality Practices 2012 report highlighted the time gap between scoring and agent feedback as a significant inhibitor to driving quality improvement.
Although immediate feedback is often given for safety issues, rudeness or failed calls, only 51% of participants provide monitoring feedback to employees within two days. The sooner feedback is given to agents on their performance the quicker they can react to it and improve the quality of their call handling.
For the other 49% where feedback is given within a week, fortnight or a month the information is less valuable as the agent can't change their actions and the may not be able to recall/identify the incidence that was monitored.
There may be circumstances that impact scores e.g. 3 people absent that day, that are less likely to be remembered the greater the gap between time of call monitored and feedback given.
The new scorebuddy Agent Insight module is designed to address this issue by providing real time feedback via an agent dashboard. Ability to view scores immediately will allow agents to instantly adapt their behavior and thus improve quality.
The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and improving efficiency and productivity without quality assurance (QA) isn’t possible. You can’t boost revenue and ROI in your contact center..
This blog has been updated in July 2019
Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone any more than the agents themselves do. Even in the best..