Does the idea of having every call analyzed strike fear into the heart of call center agents? Brakes, a Sysco company, discovered the opposite. After bracing for resistance to their new QA automation technology, they found their agents appreciated the new objective approach to evaluation.
[0:00]
Ellie
We got our seat belts on, expecting people to be quite unnerved by the fact that we were starting to monitor every single interaction.
[0:11]
Ellie
But what we found was happening was that a lot of the feedback we were getting was, "Actually, this is great because I normally have only four calls monitored per month. But acutally I always end up saying to my team manager, ‘If only you'd looked at that one, I would have gotten a better score instead of this one. I normally do better than that.’"
[0:35]
Ellie
Well actually, we are marking everything. Everything is being monitored now, so this really does give you an accurate score of where you are at.
