Associate Performance
Monitoring Solutions
Make excellence in service your hallmark
Call center agents are in charge of direct communications of the company with its customers. Measuring the efficiency and professionalism of communications of the call center agents, and identifying and addressing any dips in their performance enables the organization to give significant boost to customer satisfaction and enhance loyalty. This goal requires recording and analyzing all call center communications that can comprise millions of textual notes per year. Manual analysis of such volumes of text data is mission impossible.
Solution
Megaputer offers a sophisticated solution for automated monitoring of associate performance through the analysis of call center transcripts. The solution reads all communications of the company agents with customers and ranks them on dozens of metrics measuring the professionalism, structure, emotion, and correctness of the agent’s response. The system calculates the performance score for every communication, aggregates these scores to the level of individual agents, groups, and departments, and delivers results as graphical reports and alerts.
How it works
To implement the Associate Performance Monitoring solution, you first define quality standards for your organization and set the compliance criteria. Megaputer can help you handle this task quickly and efficiently. Then we fine tune the analysis scenarios to accurately score every communication based on your custom criteria. The automated solution makes the analysis universal across the organization, facilitating traceability and reproducibility of the results. Interactive graphical reports and the integrated case management system turn the automatically generated scores into an efficient decision-making tool.
To excel in customer service, a large financial company wanted to monitor it’s associates’ performance. It used over 40 performance metrics to evaluate the online dialogues of 300+ associates in its call center for supporting customers executing complex financial transactions. With 1.3M+ free text dialogues recorded annually, automated analysis was the only viable option.
Benefits
