Level 4 - Have QA and Coaching in place but no Analytics or eLearning
They see value in Quality and Performance Improvement efforts but want to take it to the next level. They are currently struggling for scale as its expensive so need tech to help.
Situation / Context
The Contact Centre is doing a good job of evaluating conversations, providing agents with feedback and demonstrating some improvement.
Executives see the value in the function but due to compliance pressures (ie: fair treatment of customers), growing pains (new agents are being recruited), cost reduction programmes (wanting to do more with less) , or feel like they are lacking insight - they are struggling to achieve the desired conversation coverage that analytics can offer (up-to 100%) without massively increasing the size of the QA team.
Despite evaluating a greater % of calls than most QA teams will likely acknowledge that the data isn't statistically significant and be sold on the concept that analytics & auto-scoring can fix this.
Finally...whilst coaching is happening...increasing team sizes are putting team leaders under increasing pressure causing delays in the improvement cycle. They'll likely have a training team but this may sit outside of the Contact Centre or not be integrated into the Performance Improvement process that the QA team are leading on.
Resulting Pains
Can't afford to scaleup. (can't keep recruiting QAs / Training Leads)
QA coverage (still only 10/100 calls are evaluted)
Evaluating the right calls (just randomly assigned at the moment)
Demonstrating impact (Need reports to show impact of more investment)
Empowering agents to improve their own performance outside of managerial interventions.
Agent Engagement/Motivation remains a key challenge. They don't want their best agents leaving.
External pressures such as Compliance or CX being a core=part of their businesses value proposition
Still adapting to a remote-first world. "
Features to call out
Smart Quality!!! IE: Gold and
Speech and Text Analytics - 100% coverage and auto-scoring
eLearning to close the loop and ensure agents are trained correctly
