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.
Soft skills are one of the foremost predictors of call centre performance and agent success. In fact, according to recent research by Harvard University and the Stanford Research Institute, 85% of long-term job success depends on people skills, while only 25% relies..
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Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a quality customer experience? Are they following all the correct processes, remaining compliant, and getting the outcomes you want?