Agent Evaluation Trends

Once considered just a basic business tool, the term Agent Evaluation now pertains to much more than a simple service observe function and the subsequent post mortem analysis of call agent behaviors. To compete in today's harsh economic climate, modern contact centers are equipping themselves with third generation Agent Evaluation applications that allow for performance compliance control. These Agent Evaluation applications tie performance of the call center to the overall business issues. Given the objectives to improve the quality of service provided by an organization to its customers through its agents, the quality of the call center can't be differentiated and managed separately from that of the rest of the organization.

A Front-Line Communications Hub

Up until a few years ago, the contact center was an overlooked and relatively untapped source of business intelligence. But advances in digital recording technologies and business analytics applications have enabled virtually every division of the enterprise to bene?t from the vast store of valuable information gathered by this front-line communications hub. For example, marketing departments can now gain extensive feedback on speci?c campaigns, the performance of individual products, and customers' attitudes towards competitors' brands. For the HR department, contact center interactions are an essential tool for con?ict or complaint resolution, disciplinary action or training programs modi?cation, and improvement of scripts for recruiting and interviewing. At the boardroom level, reports formulated from intelligence gathered from the contact center can assist in strategic decision-making – from organizational positioning to resource allocation.

Redefining Quality

Third-generation quality assurance applications bear little resemblance to the basic quality monitoring tools of a few years ago. These powerful technologies have rede?ned the very meaning of the word “quality” in the contact center. In addition to monitoring agent performance, the process of reviewing calls can now yield valuable insights and intelligence. From a store of hundreds of thousands of recordings, these applications can deliver recordings of a speci?c nature, so that the interactions reviewed are not just random. For example, instead of performing QA on 25 random calls from one group of agents, a manager can review 25 of the group's calls that pertain to a speci?c marketing campaign or new product. In addition to reviewing the agents' performance, valuable customer feedback can be passed along to the appropriate departments.

From the narrow perspective of agent training and coaching, modern QA solutions offer automated capabilities that reach far beyond the walls of the contact center. In addition to enabling contact center managers to deliver multimedia training to agent desktops on a schedule- or rules-driven basis, track evaluation results over time, and quickly identify training weaknesses and ?aws and implement prompt remedial measures, the new eLearning and analytics applications enable management to gauge the effectiveness of sales and service tools, such as scripting, training, calling lists, etc.

 Agent Evaluation Solutions

VPI QUALITY™™ is a powerful Quality Management (QM) solution that equips organizations of all sizes to proactively improve customer experience, loyalty, and value. With VPI QUALITY™™ Call Center Quality Monitoring Software, you can maximize the impact and ROI of your call center quality monitoring processes and dramatically improve the effectiveness and efficiency of your agent-customer interactions. With VPI QUALITY™™ Agent Evaluation, you can maximize the effectiveness of your QM processes and ensure the objective and consistent evaluation of interactions and post-call customer surveys.

  Sample Call Center Agent Evaluation Forms

The following are samples of quality assurance evaluation forms developed in and exported from VPI's Activ! IQ quality monitoring and agent evaluation software tool:

• Customer Service Call Quality Agent Evaluation Form
• Helpdesk Technical Support Quality Monitoring Agent Evaluation Scorecard
• Sales Qualification Call Center Agent Evalution Form
• Health Care Claims Contact Center Agent Evaluation Scorecard

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  Agent Evaluation Software Resources