Your QA team went through a number or call recordings per agent per day and scored them according to the standard and norms and the results marked good performance and for some agents, one on one with trainer/coach for what went wrong on the call.
A call or chat can be monitored and used for multiple reasons, Let change our perception and look at quality monitoring from a business-centric point of view rather than merely an agent-centric view. We have spotted some trends and data and enhanced it and incorporated it in our core competencies.
Lets discuss some of these thoughts,
Broken prospects:Why was the client not interested in buying, Was it the agent, the product, the price, the website, or may be the slow internet connection. I am sure poor agent performance is not always the reason for an unsatisfied customer.
Product Failure: Can you list down why the product failed to gain customers interest, was it the price, the package, the features, or may be the color. Many new reasons might pop up for whats affecting the customer's decision. We can even build a pie chart showing how is the new promo offer is doing this season.
FCR:Can we identify the root cause issues like what's causing customers to be transferred many times. what's causing customers to call back on these particular issues on a consistent basis. What specific information or value can be added to close a sale or solve a problem on the first go.
Once we have these data then we can really uncover opportunities to increase revenue, Increase C-SAT and Increase QUALITY of our services and or products and optimize our business to deliver better result to our customer at the end of the day.
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