2 minute read
By Dick Bucci
Posted in Customer Engagement
Quality Management (QM) is the most widely practiced and most critical customer engagement process in the contact center. Pelorus Associates estimates that approximately 70% of all contact centers and over 90% of contact centers with excess of 200 agents now deploy recording and quality monitoring software.
While QM is widely practiced, it is also inherently inefficient. Supervisors or quality monitoring specialists must listen to hours of recorded calls and complete evaluation forms. The task is highly time-consuming. A supervisor responsible for 15 agents, each of which need to be monitored five times a month, will need to conduct 75 evaluations. If each took 45 minutes to an hour, quality management by itself would consume over half of the supervisor's time.
And at that, the sample of interactions would still be too small to yield a statistically reliable indication of actual agent performance. A short list of the challenges associated with current quality management practices includes:
Automating this largely manual activity would substantially cut the time and cost of conducting quality evaluations. The vendor community has made tremendous progress automating other customer engagement activities including recruiting, scheduling and forecasting, performance management, and coaching. However, the fundamental processes for quality management have largely remained unchanged.
Verint has addressed these inefficiencies with its Verint Automated Quality Management (AQM) solution. Verint AQM automates the entire process from scoring evaluations to assigning coaching. Managers can select which questions from their existing evaluation forms should be automated or use the AQM quality scorecards included in the solution. The result is significant time savings and improved agent satisfaction.
Time savings from automating all or part of the process can be redirected to higher-value activities such as coaching, problem-solving, and planning. From the agents' perspective, automation eliminates any concerns about supervisor bias. Results are available shortly after the evaluation is completed so management can take immediate action, if necessary.
Verint AQM is unique in that contact centers are not required to invest in speech analytics. Verint's approach relies on transcription technology. Because of this, organizations are not required to buy speech analytics in order to achieve these employee performance and engagement benefits. Instead, organizations can add speech analytics when they choose for additional benefit, such as improving the customer experience, improving sales effectiveness and finding process inefficiencies.
Verint's AQM solutions also enable organizations to automate at their own pace. QM teams have the option to automate scoring on any number of questions across every call without having to open a form -- a particularly valuable tool when dealing with evaluating adherence to scripts or compliance requirements. Teams can also opt to pre-score questions on a form as part of their manual process. This may be preferable if scoring criteria already being used by QM supervisors doesn't lend itself well to objective assessment. Verint's AQM lets teams use either of these automation methods -- either alone or in a hybrid-approach -- to optimize the ROI in terms of cost, customer satisfaction and employee engagement.
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