| We offer the ability to go beyond just evaluating your agent’s performance with a simple “yes” or “no” scoring. Our team is able to provide qualitative data that can highlight specific behaviors that affect quality and then can implement a plan of action that addresses those behaviors through attribute trending results and performance management focus.
Our program’s evaluations will:
• Audit each agent a minimum of 6-8 times per month (set by client)
• Focus around your needs that can include the Customer Service Experience, The Problem Resolution and the Policy & Procedures compliance
• Track and Trend specific points of interest determined by you such as “agent accent or agent talk speed” and the positive or negative affect it has on the customer service experience.”
• Identify and track behaviors that can lead to costly time wasting events such as improper transfers to other departments, unnecessary technician or truck appointments and the inability to achieve a first call resolution.
• Allow flexibility within our (–>MyQuality<–) web-based reporting tool drilling down reports to the agent level.
With over 10 years of quality call monitoring, we have proven that a complete quality program through Actionable Quality housed completely within the J. Lodge managed , My Quality tool, is the answer to any call center’s request for an improved and effective quality care program. This includes but is not limited to the following:
1) Enterprise Wide Quality Monitoring Analysis (MyQuality Database)
• Provides the client with one stop shopping for quality across all product lines
• Includes the ability to store calls or reference Universal Call ID # from the asset retrieval tool (NICE /Witness / ext)
• Multiple Applications within one database for easy usage and reporting
• Security established by the creation of “Roles”
• Real time push reports to the agent level that highlights negative impacting events (I.E. Rude Behavior)
2) Analysis based on Quantifiable/Anecdotal Trending
• The QA Legend will not always identify needed improvement
• Anecdotal and trending, backed by quantifiable proof provides the client with additional Improvement opportunities
3) The Agent Score Card (Analysis & Improvement)
• Tracking agent performance over time
• Uses several different scoring parameters including Quality and CSAT
4) Training and QA in Data Centers by J.Lodge Managers
• Allows the client to gauge training effectiveness
• Allows the client to identify top and bottom performers early on
• Allows the client to track agent QA and CSAT returns through the following periods
• TE or Training Experience
• PTE or Post Training Experience (60 to 90 Days)
5) Customer Survey Capture and Analysis by J.Lodge
• Demonstrates the relationship between Quality and Customer Perception
• Provides the client with complete agent performance view from both the QA Team and Customer Feedback
6) PMI or Performance Management Initiative: Measuring the impact of Coaching overtime
• Each audit includes a section for coaching feedback to be provided by the end user
• Allows the customer to track / enforce positive coaching
• Allows the client to identify positive and negative scoring trends as it pertains to the effectiveness of coaching |
OVERVIEW
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