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What Do Quality Assurance Managers Find Critically Important when Reviewing Agents’ Call

Dashboards-and-AnalyticsyogContact Centers count on their agents to offer excellent customer service. To assure this is achieved at all levels, contact centers rely on Key Performance Indicators (KPIs) such as queue time, average handle time, first call resolution, abandonment rate, etc.  

These performance indicators are constantly monitored to detect any subtle or sudden change.  When reviewing metrics and calls, Quality Assurance Managers have noticed that when Agents use the SpiceCSM interface, First Call Resolution increase by up to 51% and Close Rate by 66%. 

Why and how is it possible? 

Let’s follow a typical call in the contact center.  As soon as an agent receives a call, the customer’s basic information appears on the agent’s desktop.  Then the SpiceCSM Guided Process Workflow provides the agent with a step by step guide to follow that include scripting and data collection.  Collected Data is then automatically journaled and stored in the appropriate application or system for future review.  The Guided Workflow provides the agent with a set of choices relating to the caller’s needs as well as resolution paths for efficient responses.   

Additionally, processes are automated through SpiceCSM’s back office integration platform which provides seamless connection of disparate systems, applications and databases.  This seamless interface enables the agents, as they no longer must toggle through multiple tabs or windows, to access the necessary information immediately.   

So when Quality Assurance Managers review an Agent’s call, they don’t notice the awkward silences between questions and responses.  They do notice that when agents follow the Guided Workflows, agents give more accurate information in a timely manner, increasing the customer’s experience while decreasing the costs of the call. Moreover, these intelligent processes provide the necessary information in a user friendly format, so even an agent with lesser technical training or ability is empowered to sound like an expert following the Guided Workflows.   

The agents convey confidence, competence and engage the caller in resolution of their issue, sometimes even offering an upsell not even requested but needed.  Call times are reduced by at least 25%.  Not only the agents’ expertise increases quicker, boosting morale and confidence, but customers most likely have their issue resolved during their first call which leaves them as Happy Customers and company advocates.  

When Quality Assurance Managers review the necessary KPIs of their Agents, they attribute the 25% Average Handle Time Decrease and the 51% First Call Resolution to the intelligent and flexible Guided Workflows of the SpiceCSM platform that allows Agents to deliver promptly, efficiently and with confidence the responses to the customers’ questions. 

Quality Assurance managers quickly see the overall improvement of KPIs when SpiceCSM platform is put into use.  They find out that the Guided Workflows of the integration platform play a critical role in agent support and productivity as well as in greater agent and customer experience.  

Would you like to evaluate how your First Call resolution can improve with such a similar boost? Please contact us at (866) 3311-CSM

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