Performance management tools play a vital role in the continued success of any call center operation. Armed with performance data and metrics, it’s possible for key decision makers to keep tabs on what’s happening with agents during interactions, as well as find areas for improvement.
Add to this the ability to monitor and manage staff and interactions in real time, and the chances of success and optimal operations increases.
Columbus, OH-based CallCopy (News - Alert) provides contact center solutions that help organizations ensure satisfaction and quality is always delivered. The company’s cc: Discover suite offers enterprises call recording, screen capture, workforce management, speech analytics and more.
While each of these tools are important for addressing needs of the call center operation, a specific focus on real-time performance management, accessible anywhere, is a driving force for success in today’s contact center environment.
To address this, CallCopy offers the cc:Insight platform, which makes it easy to quickly access necessary information and take immediate action. With pre-built widgets, users choose which information they’d like displayed on the dashboard – making it easier to execute decisions and clear through all the data.
During an interview with TMCnet, CallCopy’s chief marketing officer and cofounder Patrick Hall explained that by integrating with speech analytics and call recording and looking at the process agents are going through – then correlating that data back to transfer rates and callbacks and some of the things driving first call resolution – CallCopy’s tools can help agents and coach them to deal more effectively while driving up customer service levels.
According to Hall, customers are also appreciative that the company is delivering these capabilities via the cloud – so they can focus on their operations and the burden of in-house hardware to maintain is no longer there.
This, Hall said, is becoming a bigger trend as more and more people are expressing interest in not dealing with IT overhead or managing the infrastructure.
Instead, Hall noted, their focus has been much more on coaching from supervisors and team leaders – with a specific push to make coaching more hand on and more targeted – so that one on one sessions with employees become more meaningful and influential.
This is where Enterprise Call Recording also plays its biggest part, because interactions need to be recorded to be referenced for good or bad behaviors during training sessions.
According to Hall, industries like Insurance, Financial, retail and traditional contact centers, and even Healthcare, are all making use of real-time performance management tools to ensure their operations are delivering on quality with every interaction.
While the term “real-time” may imply “as the interaction is happening,” according to Hall, there’s a distraction caused when agents get alerts on the screen as they are in the middle of a call, and that type of alert would do little to deliver the right kind of training needed to really learn proper techniques.
Instead, managers are armed with 3-4 examples on how to fix a situation for coaching sessions each week.
Also, agents can make use of the dashboards to see how they’re doing, so when they’re going into meetings, they know in advance how they’ve been doing, and what they will be talking about during their training session.
In addition to this insight, the ability to see how others are also performing has brought out beneficial gains as competitiveness brings together teams and creates additional collaboration inside of manager groups, Hall noted. Individual team members are now pulling together to outperform other teams and teams are collaborating and helping each other out to see how they stuck up against one another with the actionable data.
Finally, during our chat, Hall noted that the company continues to grow at 50 percent year over year and their attention to customer service, as well as incorporating their suggestions into product releases, has continued to be a driving force.