Big contact centres throughout the UK have been benefitting from the use of new call centre performance management tools and techniques.
From management and financial services sectors to a variety of contact centres, call centre performance is becoming more streamlined, productive and results oriented.
Traditional management procedures for monitoring the quality of call centre customer service relied on time consuming assessment methods, inconsistent assessment criteria and insufficient assessment training. The results of call quality monitoring could vary widely from one assessor to the next and methods for analysis and reporting were cumbersome and failed to provide a clear and instant snapshot of call centre performance.
New technologies are now available on the market for UK contact centres which provide an easy, intuitive and flexible method for assessing call centre performance, keeping track of call campaign targets and providing a simple yet highly detailed tool for tracking results and providing a method for simple data analysis and reporting.
Scorebuddy is providing the UK with this leading new technology.
The Scorebuddy score card system uses a cloud-based platform with a familiar Microsoft interface to score agents’ customer service and productivity levels. Rather than using a rigid and unwieldy proprietary system or spreadsheet documents, the score card is accessed via a web portal, allowing the user to simply log on and monitor and assess performance using a specially pre-designed form builder.
- A financial services sector used Scorebuddy to collect and analyse qualitative information on agent performance. The score card system helped them to increase quality monitoring compliance levels and improved agent performance.
- A managed services company used Scorebuddy to systemise and improve the quality monitoring process and eliminate the use of spreadsheets. The outcome was better visibility of quality performance and improved understanding of client expectations.
Read the detailed case studies of how Scorebuddy helped improve call centre performance management for these UK industries.
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..
To be successful in a call centre, agents must be able to deal with a high volume of angry, confused, and frustrated customers. They must be able to follow a script, but also provide information that is not scripted and communicate in a natural and friendly way...
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?