Before implementing Creovai, Connexus Energy's call center supervisors were reviewing just three to five random calls per agent every month. Bill Healy, Manager of Member Services & Programs, talks about the agent coaching improvements Connexus Energy is making now that they're able to automatically review every call.
[0:00]
Bill
We didn’t have a QA team. We had our supervisors doing that, so they were the ones going through and auditing calls. They would pick three to five random calls every month for each agent, go through the score sheet, tally it up, send it to the agents every month, and talk through it.
[0:24]
Bill
The thing I kept hearing when I first started here was, "gosh, that’s so stressful.” Agents were always saying, “That’s such a small sample of all the calls I took.” Now that wer’re going to have access to all of our calls and data in the QA tool we’re building, we’re going to give them more information, and it’s going to be so much more robust. There’s so much more we can do with it.
[0:52]
Bill
We’re very excited to start getting that information into the agents’ hands so they can actually work with it, do stuff with it to improve themselves and our contact center. We’re really excited about that.
