UK call centres face several challenges when conducting call quality monitoring.
Call screening can not only be time consuming and offer, at best, random and unreliable results, it also takes up a lot of company resources. Evaluation criteria and assessment data can be difficult to design and once created leaves little room for adaptation for new calling campaigns. Call supervisors often have to rely on cumbersome proprietary software or hard drive documents for their assessments which are not always optimized for the particular job in hand. Insufficient training of the call centre supervisors can lead to widely varied assessment results and inconsistent evaluations and reports.
Of course, the importance of call monitoring and assessment is not in doubt – in fact it is an essential duty of every UK call centre as it provides an insight into staff performance and standards of customer satisfaction, plus insights into further training requirements and opportunities for business improvement. But what many call centres across the UK are coming to realise is that to ensure an accurate and consistent method of call centre monitoring more predictive and user-friendly software must be implemented.
Thankfully today’s more intuitive call centre monitoring technologies have supplied the perfect answer. Using cloud-based computer technology, call centre supervisors can now log into an online assessment system where they can perform assessments, provide instant staff feedback, and record, report and share their results with management in order to provide further recommendations. The online scoring system replaces spreadsheets and other documents, giving call centres an all-in-one solution to their call centre monitoring.
Scorebuddy offers UK call centres an online score card system for quality monitoring.
The score card allows supervisors to score customer interactions, reduce assessment times and uncover actionable data from one easy-to-use portal. The insight provided by the score card system gives call centres a critical metric for assessing agent customer service, reduce agent turnover and offer more targeted training and support while improving staff productivity. Management can also benefit from more streamlined call quality monitoring procedures.
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