My front-line team are disengaged with Quality

Front-line agents/reps are encouraged to get involved whilst giving the business additional insight

The pain: 

Agents are disengaged with Quality. They view the department as policing body who always finds fault rather than a support team which is there to help individuals reach their potential and have better conversations with customers. 

As a result - operational directors, call centre managers, team leaders and supervisors struggle to motivate their team. 

From both sides frictions grow too: 

Agents:

• • Agents disregarding feedback and scores
  • Agents using phrases such as "Watch out, hear come the quality police"
  • Agents challenging the data "you only picked my bad call" 

QA teams

• • I keep sharing the same feedback time and time again
  • I'm not sure if the Agents have even read my feedback
  • Evaluation outcomes get challenged informally 

Root-cause:

• Calls are manually selected. This leads to the possibility of selection bias which is then used to challenge the outcome.
• QA teams don't involve other stakeholders (Agents or Team Leaders) in the creation of the Quality Scorecards - or provide access to the guidelines. As a result Agents don't know what the expected standard is...and simply see a "score"
• What data, and how it is presented to Agents is often an afterthought. Consequently they don't understand or engage with it. 
• Agents have no access to their own performance data. Without it - they aren't sure how they are doing, how they've improved or outstanding actions they've previously agreed to. 

Impact: 

• Agents become disengaged and demotivated with efforts to improve their performance. 

  • Mistakes continue to be made leading to a poor CS & Low CSAT scores
  • Ends up in a vicious circle of performance issues leading to exiting the business at the businesses expense. Higher Staff Turnover
  • Top performers themselves become demotivated as there no sense of progress or achievement. 

Evidence statements:

• By engaging Agents, Pinnacle were able to regularly achieve a 95% Quality Score. The subsequent quote included: 

"I can't recommend this platform enough. Before EvaluAgent, we had a vision for how Quality Assurance should work but didn't have the tools to accomplish it. Now our team is focused on supporting our front-line teams to improve rather than debating the accuracy of data or spending days compiling multiple spreadsheets." - PInnacle 

Features to show

1. Evaluation process.
   1. Work-Qs randomly select conversations for greater fairness and less bias
   2. Guidelines give agents access to the expected standards
   3. Completed evaluations (shared with the request to acknowledge (tracked too) + option to dispute the score through a structured process.
2. Agent Leaderboard Insights (shows an Agents position in the organisation)
3. Request a meeting (from an Agents perspective)
4. Evaluator Performance Report (Make sure evaluators are scoring consistently + track the number of score amendments due to appeals)