Establish a cadence to virtually assess customer impacting red alerts It’s important to keep a pulse on the customer experience as agents are transitioning to working at home. Increasing the freq uency of call monitoring sessions and keeping a closer eye on Conversion Rates and Quality will lead to consistent and sustained performance.
Quality
CR
Increase monitoring sessions
Monitor Conversion by agent daily
Listen for background noise
Look for drops in performance Review any written or voice recorded feedback that the customer shared Address poor behaviors immediately and set consistent follow-up schedules
Review with each agent trends in quality performance over a series of quality audits Charts work well to detail performance by category This helps to isolate the development conversation to focus on trends instead of anomalies
Document escalating corrective actions/agent counseling
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