Are your contact center agents really listening to your customers or are they simply hearing them? It’s one thing to just hear them. It’s quite another, however, to really listen to what callers are saying and engage with them providing useful and appropriate information. When performed optimally, your contact center’s first call resolution rate will increase, reducing the number of calls your agents must handle moving forward.
Live Monitoring for Immediate Improvement
Live monitoring enables supervisors to determine the level of agent engagement. They can also live-coach agents as interactions occur, giving them the option to intercept calls and resolve issues as they happen. Live monitoring also allows supervisors to assess agents on their listening and engagement skills.
Customers often have unique requirements or questions that can be addressed with customized answers in real time. Your agents need to be well trained to handle unique scenarios or problems that may come up during a customer interaction. The 80/20 rule can certainly apply here; however, your agents should closely listen to what your customers are asking and provide thoughtful responses rather than replying with obviously canned responses.
If your supervisors or team leaders do not have time to listen to live calls, another option is to randomly record select interactions (using quality management software) for assessment. This can be done per agent on a scheduled basis, such as per month/week using quality monitoring scorecards to evaluate them. Assessment criteria may vary among teams.
Here are some common questions to use on your scorecards:
Scorecards to Improve Overall Quality
Agent evaluation scorecard templates can lay the foundation for assessing listening and engagement skills, and your evaluators can tailor the questions as required. Customized scoring with assigned weighted scores enables supervisors to highlight specific skills or weaknesses. Quality scorecards provide valuable insights into agent performance and reveal skill gaps and training needs. Your supervisors can then coach them and provide the necessary training to boost your agents’ skills, such as listening.
Interaction Playback to Increase Coaching Effectiveness
Synchronized, single-screen playback of the call, agent desktop recording and/or chat provides an accurate representation of the interaction for evaluation purposes. Specific sections of an interaction can be highlighted upon playback to demonstrate proper/improper listening, engagement or reactions. Supervisor notes can be added at any point on the call recording timeline (or spanning a period) to address a particular issue and provide coaching.
These are just some of the many ways in which call recording and quality management software can be utilized to assess and improve agent listening and engagement skills. In time, your agents will indeed be listening to and actively engaging with your customers.
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Publish Date: August 26, 2019
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
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