Most call centers that record or LIVE listen to agent calls do not have the resources to evaluate 100% of those calls. The QA analysis is labor intensive, time consuming and typically results in only an extremely small percentage of calls being reviewed/scored. For example, the goal for many call centers may be to evaluate 3 to 5 calls per agent per month. Not only is this a small sampling, but makes providing timely feedback to agents very challenging.
As more companies are embracing customer-focused quality (customer delight), a company’s scorecard should focus on key metrics and improving value from customers’ perspective. The ability to analyze 100% of contact center calls is possible, as well as systematically scoring calls for emotions, words and phrases. The need for a human to score in post-call is no longer necessary. Companies may create a ‘call profile’ to which each call will be measured against and scored. As the scorecard or histogram is available immediately following the call, agents may receive nearly instantaneous feedback from a supervisor. Keep in mind, LIVE analysis may have already been provided to that agent during the call as well!