You Record Calls, but Do You also Score them?
Recording calls is important, but it’s only the first step. Additional benefits from this technology can be derived from the efforts made to review and analyze recorded calls for information that can benefit customers, agents and company sales and marketing plans.
Call scoring provides a systematic means to conduct these reviews, so they can be optimally used to improve quality management, agent performance and training.
Scoring furnishes a means to identify the weakest areas of agent performance and, combined with a review of call recordings, paints a more precise picture of where agents need to improve, and the steps necessary to get there.
The first step is to determine what elements are important in each customer engagement, and how each effort should be scored against these pre-determined criteria.
Most scorecard elements are fairly standard, and are derived from dividing a call into segments. Many contact centers use a basic open-middle-close format (how is the customer greeted, how is the problem or question resolved, how does the call end). Of course, most of the action takes place in the middle segment, so additional scrutiny here may be helpful – was the agent able to answer all questions? Was the agent friendly when the caller was hostile? Were any upsell opportunities missed?
Calls can be scored on a 1-10 scale, or with the type of A-F letter grades we used to receive in school. Once grading is complete, the results can be shared with each agent, and additional training scheduled if needed.
Of course, it is also beneficial to have a unified call recording/call scoring WFO solution that will automate the review and evaluation process. That means faster results, more accurate results in the form of reports and statistics, and a reliable blueprint for necessary revisions and updates based on the data provided.
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