Contact centres handle high call volumes, making it crucial to focus evaluations on the most impactful calls.
But with the volume of calls received in the contact centre, how do you choose which calls to focus on?
To find out we asked Tatiana Polyakova, COO at MiaRec, for advice on how to decide which calls to prioritise.
Video: How to Choose Which Calls to Evaluate
Watch the video below to hear Tatiana outlines four ways contact centres can use to choose which calls to evaluate:
With thanks to Tatiana Polyakova, COO, MiaRec, for contributing to this video.
Four Ways to Choose Which Calls to Evaluate
1. Establish Specific Evaluation Criteria
Start by establishing specific evaluation criteria and defining what makes a call high-priority.
Focus on key outcomes like customer satisfaction, sales conversions, or compliance. These criteria provide a clear framework for identifying which calls to review.
“First start by establishing specific evaluation criteria. Define what constitutes a high-priority call, based on factors like customer satisfaction, sales conversion, or compliance issues.”
2. Leverage Speech Analytics Tools
Speech analytics tools can analyse call data to identify patterns and trends. By grouping calls by topics, such as poor customer service, and combining this with sentiment analysis, you can pinpoint interactions needing attention.
“Next, leverage speech analytics tools, as they will help you to uncover patterns and trends in call data.
Speech analytics tools can group calls by topics like poor customer service, highlighting instances of subpar experiences. Combining topic and sentiment analysis can help highlight the calls needing attention.
For instance, calls categorized under a topic like poor customer service, with negative customer sentiment, indicate potential issues that need immediate attention. This targeted approach allows managers to focus resources where they are most needed.”
3. Use AI Automation Tools
AI automation tools can pre-score calls based on set criteria, identifying low-scoring calls for further review. This process reduces manual effort, giving managers a focused list of calls to evaluate.
“We also suggest using AI automation tools to automatically pre-score calls based on set criteria, highlighting those with low scores. This automated process streamlines evaluation, offering insights into agent performance and training needs.
Human evaluators then can focus on providing personalized training and coaching when it’s most needed.”
These tools help identify performance gaps, enabling targeted training and coaching for agents where it’s most needed.
4. Collaborate With Frontline Agents
Collaborate with your frontline agents to collect insights on calls that best represent typical interactions.
Engaging them in the evaluation process ensures that selected calls reflect typical scenarios, helping to align evaluation efforts with real-world challenges.
“Lastly, collaborate with your frontline agents to collect insights on calls that best represent typical interactions. The first-hand experience is crucial to making effective evaluation decisions.”
By combining data-driven tools with input from agents, you can refine your evaluation process to improve both agent performance and customer experience.
If you are looking for more great insights from the experts, check out these videos next:
- How to Calculate ‘Not Ready’ Rate
- Agent Statements for Supporting Bereaved Customers
- How to Improve Forecast Accuracy
- 3 Simple Ways to Speed Up After-Call Work
Author: Guest Author
Reviewed by: Robyn Coppell
Published On: 23rd Apr 2024 - Last modified: 28th Apr 2025
Read more about - Video, Call Quality, MiaRec, Quality, Tatiana Polyakova, Top Story
