QA automation dramatically reduces the time call center supervisors must spend on manual reviews. But once you've automated the QA process, how do you keep agents informed about opportunities for improvement?
Connexus Energy's Bill Healy shares how his organization is using QA dashboards in Creovai to help coach agents and ensure consistent service delivery.
[0:00]
Bill
Getting 100% of those interactions helps with so many things. You can see if trends are popping up and if we're missing or not saying the right things. Especially in our industry, where there is so much compliance and risk involved if we're not doing certain things, we just need to check those boxes and move on.
[0:25]
Bill
The ability to create custom dashboards and reports that we can email to agents is important. We're in the process of building a QA dashboard that will be sent to agents right away. It will serve as their scorecard, which previously had to be filled out manually. Now, all that information will be available at their fingertips. They can either adjust and make moves on the fly if they’ve been here for a while. If it's a new person, that's really going to help them onboard and feel better about their learning as they start understanding the job, where we can check those boxes on those easy things.
[1:00]
Bill
We want to make sure we’re enhancing the agent’s efficiency and consistency. If we can eliminate human bias and get so the agents can focus on their results and make some of the changes based on that, I think it’s going to be huge.
