Like most contact care center managers, you probably have some kind of quality control process in place that you use to monitor your agents. Quality control is essential for any call center, but how can you be sure that the process you use is giving you the full picture of how your agents are performing?
What’s the Problem With Traditional Quality Control?
Most contact centers record all calls that their agents handle each day, but then they only listen to a few calls for each agent. This approach to quality control is understandable, as no manager has time to listen to every call for every agent.
However, listening only to a few sample calls can lead you to draw the wrong conclusions about your agents, as it might not be representative of their overall performance. For example, you may listen to several calls from one agent in which they struggled to handle the caller’s needs, which could lead you to conclude that they are under performing, even though overall they may be one of your best agents.
What’s the Alternative?
The alternative to sampling your agents’ calls is to use a speech analytics tool to analyze all of them. This can give you a much fuller picture of your agents’ performance than just sampling, without requiring your managers to spend hours listening to every call your agents make.
How Does Speech Analytics Work?
Speech analytics tools look out for particular keywords to identify calls about specific topics, as well as calls that are going badly. Based on these keywords, the tool tags calls so you can easily find examples of calls that have been handled by particular agents or that focused on particular topics. The data produced by speech analytics tools can identify agents that experience a greater than an average number of problems with their calls, as well as those that can handle calls with very few problems.
Benefits of Speech Analytics for Contact Center Employees
Speech analytics allows you to pinpoint agents who need more training on particular topics. Providing this targeted training can empower your agents to handle calls more confidently and effectively, which can improve their morale. As a result, speech analytics could help to reduce the turnover of agents in your center. It also reduces the risk of reprimanding one of your best agents for handling a call poorly when that call wasn’t representative of their overall standard.
Benefits of Speech Analytics for Your Callers
Speech analytics allows you to find out what topics people most often call about, so you can train agents to handle these issues effectively. As a result, your callers enjoy a more efficient service, which reduces their frustration and leaves them feeling more satisfied.
Financial Benefits of Speech Analytics For Contact Centers
For many contact centers, speech analytics tools are well worth the investment. Although you will need to spend time and money getting the system up and running, the time savings you make by improving your efficiency can quickly repay the initial costs.