It does, but EvaluAgent offers comprehensive permissions so you can harness the power of Conversation Analytics and Auto-QA without exposing results to people you don't want to see them.
QA is already an emotive topic in contact centres. Implementing Auto-QA can help to improve elements such as potential human bias in areas that are being automatically scored and being able to provide Team Leaders and Agents with real examples and practical guidance on opportunities to improve. Don’t forget that you must also pull-out positive conversations which are just as important to celebrate and reward.
Real concerns to address are the fact that every call is being monitored and the idea that Agents are being assessed by ‘a machine’. If you have issue with engagement already, do not expect Auto-QA to fix disengagement. If not handled properly, analytics will simply accelerate and act as a catalyst for further disengagement.
Any change requires planning and careful stakeholder management to ensure frontline agents are onboard and engaged. Deployment planning is a critical step and every operation will have its own considerations.
We recommend that roll out is staged after a period of robust tuning with a controlled group of users – often just the QA team. How you introduce agents to the system is key, you may want to set up workshops with your key influencers who will then be champions in promoting the new tool and help by passing their knowledge onto agents through coaching, training, and ongoing support. As always, the language you use will either sell or let down what you are trying to achieve.
The last change you will make after rolling out will be changes to the financial incentives attached the QA performance. More than anything else, penalising Agents when the automation is not delivering fair and accurate results is the biggest demotivator. It sounds challenging but if you take a look in the EvaluAgent Analytics Playbook you will find plenty of guidance and shared good experiences of other clients who have gone through this and been successful.