How many calls does your contact centre record? According to report available at callcentres.net and sponsored by HigherGround Technologies, contact centres in Australia sample only 1-4% of agent calls per month and “five calls per agent are typical”.
“The tendency is to monitor calls that fall outside some acceptable threshold, such as call length, number of transfers, wrap-up and hold time. But if the object is to evaluate the agent’s performance then the monthly scorecards should reflect more normal interactions.”
The report advocates full-time recording as providing a fairer sample from which to measure a CSR’s performance. Other benefits include the ability to provide proof an agent followed correct procedure if there is a legal dispute.
The wealth of information acquired through the contact centre, if properly recorded, can be used effectively by the company: “Hidden within this massive data base are answers to questions corporate marketing departments spend hundreds of thousands – even millions – of dollars to find out through third party market research.”
With many managers grappling with the issue of how to change the perception of their contact centre from a ‘cost’ to a ‘revenue-gatherer’, it might be worth shopping around for the technology that delivers this data.