Already doing it but need to perform QA more efficiently and effectively. Silver plan
Situation / Context
The Contact Centre are regularly evaluating the quality of the conversations agents and customer are having with the scoring process and resulting information being stored in a spreadsheet, and potentially feeding into a wider business intelligence tool via macros/3rd party integration.
The business is evaluating between 1-3% of conversations coming through the Contact Centre and are sharing an overall result and feedback with agents within weekly or monthly 1-2-1s with their line manager
. The QA analyst will have a per month target of completed evaluations and scrolls through a complete list of call/ticket logs within a separate system in order to find a contact ready to evaluate.
Having the two tabs, the evaluator is switching between the conversation and their evaluation form.
Once complete, the evaluation form is saved, a report updated, and the evaluation sent via email to the team leader and/or agent so they can see this one-off result
Resulting Pains
Duplicate effort limiting "coverage" and how many interactions can be evaluated
Selection bias and fairness due to calls being selected manually
No Trend reporting & drilldowns
Delays in feedback being sent to the front line due to a reliance on emails/manual processes and the data needing to be further manipulated for that persona.
Agents have no access to their own results.
Features to call out
Integrations
And call-out you can use it as a standalone platform
