In general, you’ll want a dashboard that displays both quantitative and non-quantitative performance factors so you can work with your agents on improving behaviors that directly impact customer service. The goal of your reporting dashboard should be to help you improve quality control by telling you: Scorebuddy Coaching allows you to provide tailored coaching that fits the individual needs of each agent, so they know exactly where they stand and how to succeed. This improves both agent engagement and overall call centre performance. The headline reports (as highlighted above) contain the most critical information about your success. Changes in these performances will make the most significant impact on your bottom line. There are many cases within a call center when you need to see a generic overview of agent performance. In this case, you may not be interested in specific interactions. Instead, you need an overview of every interaction and their performance to see if they are missing, meeting, or exceeding expectations.

Emulating the service's data analysis tools via a spreadsheet would require an extensive knowledge of every Excel function ever created. Said spreadsheet still wouldn't achieve the power that this service does when it comes to analyzing trends in customer service data!

Quality Management Built to Grow and Transform

Analyzing call center reports can be daunting if you don't know what you are doing. However, if you follow these seven steps, you’ll be on your way to analyzing the data that you’ve gathered from all your quality monitoring scores. Step 1: Set Your Goals and KPIs to Collect the Right Data Average Time in Queue: This accurately indicates how well agents serve your customers and can be used for more than just calls.

Quality tools, like Scorebuddy, provide a turnkey dashboard overview combined with insightful analytics that will change how call centres are managed. Not only does this approach save time and money in the long run, it also empowers agents to deliver the best possible CX at all times. This can have a significant impact on call center metrics like customer satisfaction score, Net Promoter Score, and customer effort score. We understand the importance of effective coaching. When you engage with agents directly, it’s much easier to build rapport and get them excited about their improvement and career progression. This, in turn, takes your call centre performance to the next level. The head of your call center is a fountain of knowledge. There are essential questions related to success, productivity, and customer satisfaction that need to be answered. These questions and their answers are critical for quality assurance in the call center. Average Abandonment Rate: This tells you how often a caller or live chatter gives up on connecting with your team.

Scorebuddy Leads the Way for Call Centre QA

Critical Process Metrics: After every customer interaction, the agent must review what happened and complete detailed notes in the CRM; these are called critical process metrics. On top of being simple to use, the practice templates offered via the service are of a higher quality than other templates offered through other options. This simply means that we have practice templates that better mimic the flow of a real situation. It's a simple feature that most competitor options fail to offer. Not only will this make the training more effective, it will also make it more impactful. If you can show Agent X concrete examples of where they went wrong and how to improve, they’re more likely to buy in and engage with the training. The recognition is nice, of course, but it’s vital that we use it as a springboard and keep pushing innovation. We know that our customers need more support to keep growing and we’ve been working to provide that, with the launch of our new business intelligence tool last month, and another exciting product feature arriving in the next couple of weeks.” Scorebuddy is so easy to use that its customers don’t need training to use the tool. The vendor offers free demos and if required they can give training, but 99% of the time the demos meet the need. There are video tutorials available in the Help menu too.

To help our clients get to grips with all of these demands, we offer a suite of innovative call centre tools designed to scale quality assurance, boost customer experience, engage agents, and mitigate compliance risk. After more than eight years of using Scorebuddy with three clients, I can’t remember a single downside. Even their support team is very responsive in a timely manner.”– Roy O, Mid-Market Client To make sense of data, you need it to be organized rationally. By reviewing a score here and there, you have no understanding of trends or whether the examples you are looking at are typical or not.With up to 12 players in doubles, 6 players in singles the Unicorn Smartboard® is suitable for all abilities or challenge the Unicorn Scorebuddy® Robot to test yourself? You don’t need to invest in extra resources to create tailored sessions. With Scorebuddy Coaching slotting right into your existing QA infrastructure, you can leverage the data you already have to ensure that every session has a definite purpose and no time is wasted. Conclusion