What percentage of calls should we be recording?

While there’s no hard-and-fast rule on how many calls you should be recording at your contact center, KOVA’s Audiolog for Contact Centers, powered by Verint Systems, Inc., makes it easy to record as many as you want. This contact center software allows a simplistic platform to record, evaluate and archive calls. These calls can be selected on-demand, on a pre-scheduled basis, or on a criteria-driven basis. Its search and retrieval functions are unparalleled, allowing you to quickly find and act on opportunities to improve customer service, expedite dispute resolution, and reduce liability as they occur.

When you have a full data set, you can the opportunity to evaluate not just the agents who handle the calls, but the callers themselves: what are their most common questions? What is their mood? Is there anything you can do to reduce frustration before your agent even takes the call?

By evaluating a large pool of calls, you’re also able to better understand your agents’ strengths and weaknesses. You can identify standoffish or unhelpful agents for further training, and recognize the top sellers versus those who are best at managing complaints or questions.

Can the evaluation process be automated?

Absolutely! KOVA’s Voice of the Customer analytics software provides quality monitoring, eLearning training modules and online coaching. A browser-based solution, Verint Media Recorder Customer Feedback, uses short, context-sensitive customer surveys to collect data on products, processes, staff performance, customer loyalty and level of satisfaction. This frees up time for your managers to do what they do best: manage!

How can we reduce shrinkage at my contact center?

Shrinkage, or the time employees are clocked in but not productive, accounts for a surprising amount of time at a call center. KOVA’s Verint Media Recorder contact center software can help you identify what your employees have been up to during the day from periods of high and low productivity. Knowing this information can help you to provide incentives low points, reward the high ones, and schedule meetings for times that won’t infringe on productivity—we all know that break time abuse can be a problem!

 How can I improve employee morale at my contact center?

Teach employees where they fit into the company as a whole, so they feel responsible in part for its success. This is where metrics come in: providing your agents with the top three ways to succeed will be a clear call to action that many will find irresistible.

What’s the best way to schedule a large staff?

It’s important to provide an easy way for your employees to schedule their time off in advance, since using sick days inconveniences everyone. Keep track of which agents volunteer last-minute coverage and praise them during meetings. This positive reinforcement will go a long way!

Schedule for longer periods of time and give it out in advance to give your agents a sense of control over their schedules. Be mindful of avoiding overtime as much as possible—it’s expensive and can lead to burnout. When work doesn’t restrict your employees, they’ll actually want to come in and will be more productive.

KOVA’s Verint Media Recorder Workforce Management web-enabled software helps forecast and produce optimal schedules. The software will do the heavy lifting to make sure you schedule meetings without sacrificing quality of service and comply with all government and union regulations. It allows you as much control or as little as you need: you can create long-term workload schedules far in advance or zoom in to create schedules for daily and even intra-daily bases.