EvaluAgent Team Engagement 1.pdf

Team Engagement

Helping you to deliver higher performance
through collaboration

Quality Assurance and Compliance have a bad rep…

Because, when it’s not working…

Agent’s can feel unfairly treated – “why do you always
choose to mark my really bad calls?”

QA Teams can feel unfairly criticised – “Careful, here come
the quality police!”

Team Leaders and Coaches become disengaged because
they’re “caught in the middle”.

Factor in the physical separation that comes with remote
home-working, and the resulting pain is amplified.

That’s why we’re working hard to enhance EvaluAgent’s suite of
Team Engagement features

Having led operations and QA teams all around the world, we’ve
felt your pain…

EvaluAgent’s Team Engagement features have been designed
specifically to help you maintain effective working relationships
between everyone involved in QA – ensuring that the whole
operation is better supported towards delivering efficient,
personalised, well-informed, compliant, and friendly customer
conversations.

Without that, QA is just about generating another number on a
management report

And let’s be honest, that’s a complete and utter waste of everyone’s
time…

Five unique features designed to make your
job easier

01. Agent Profiles

Let’s face it, we’re not all data scientists…

So, to identify what we’re doing well, and understand what we
need to improve, sometimes we just need to be pointed in the
right direction.

OK, so it’s not FIFA-20, but surely, it’s more fun than looking at a
spreadsheet?

Sales and service desks wouldn’t be the same without a
leader-board - and a smidgen of healthy competition goes
a long way towards building rapport amongst the team!

And it’s not just for the top performers… Ranking by
your most improved helps ensure that everyone gets a
chance to be recognised for their hard work.

80% of Gen Y said they prefer regular on-the-spot
recognition over formal reviews.

LinkedIn Survey

02. Interactive Feedback

Your QA process can generate scores to help
you identify trends…

But it’s personalised feedback that helps
agents to change behaviours.

Providing more general feedback can assist with today’s remote home-working teams who need to interact with peers
and their team leader at regular intervals.

A poor performer or a bad relationship can quickly derail a
remote team if issues are ignored.

Performance management experts call this micro-feedback
and a slick tech-enabled feedback loop really helps ensure
that colleagues don’t feel alone and unsupported.

Amplify the impact of positive feedback by posting it for
everyone to see in a public Slack® channel.

69% of employees say they would work harder if they
felt their efforts were better recognised.

Harvard Business Review

Make sure the message has landed!

The final step in building a truly effective feedback
culture is to encourage recipients to accept and
acknowledge feedback.

No matter what level we’re at, we all need to learn to
accept feedback if we’re ever going to get better at
what we do…

Use individual feedback to help a colleague improve performance
and change behaviours, or analyse the full data set to identify any
trends.

Sometimes it’s a process or policy glitch that’s the cause of poor
agent-customer interactions.

03. Check & Query workflows

By configuring your QA workflow so Agent
scores can be reviewed before publication, team
leaders are able to play a more active role in the
process.

Results and feedback can be discussed between
QA and operational management to ensure that
all perspectives and experiences are considered
whenever an outcome may be in question.

Take it one step further, and enable your agents to
query their results.

Sound scary?

OK, it may cause some friction and extra work in
the short-term. However, as the resulting sense
of empowerment starts to build trust, everything
starts to become simpler, and the whole QA process
becomes less painful.

We promise!

PS. “Dispute” sounds a bit heavy-handed, so we’re changing the
word to “Query”

04. Configurable Alerts

Empower managers to configure their own platform alerts so
they can proactively reach out to support team members in a
timely manner.

..or when a breach or an auto-fail occurs.

Alert me when anyone in my team receives a quality score of
less than 50%...

With today’s remote home-working teams managers can’t
observe colleagues in need of help. It’s never been more
important to give managers the tools they need to monitor the
performance and support-needs of their team.

05. Calibration

Implement highly collaborative workflows to help colleagues
“calibrate” their scoring and develop a clear and common
understanding of what “great service” reads and sounds like.

It’s one of the best ways of building higher levels of trust
amongst everyone involved in quality.

And a great way for team leaders to stay connected and
support each other.

| Summary | | Participants | | | | --- | --- | --- | --- | | Location | room 1 | Name | Evaluated | Register of Attendance | | Reference | eval_17063_clone_5e83e40e1c233 | Reg Dutton | ✓ | Please select an option | | Facilitator | Reg Dutton | Jonny Jones | ✓ | Please select an option | | Agent | Cairon Bain | | | Add notes to session | | Date & Time | 1 Apr 20 - 10:29 | | | | | Attachments | View / Attach files | | | | | Complaints Scorecard | | | | | | Customer Experience | | | | | | | RD | JJ | | | | | Welcome the customer | | | | | | Complaint identification | | | |

Remove the hassle and save time

Don’t waste hours chasing, collating and inputting data into
spreadsheets! Instead, benefit from EvaliAgent’s highly efficient
workflows. Invite colleagues to “blind” evaluate, auto-collate
results, manage calibration sessions, and report performance -
all in one place.

Eliminate inconsistencies and bias

Intuitive reports help you to understand how closely (or not)
colleagues are evaluating contacts against the expected
standard. Improve scoring consistency, increase fairness and
build trust amongst evaluators, team leaders and agents.

Demonstrate a more rigorous approach to risk management

Access calibration sessions, trends and feedback to
demonstrate an effective risk management strategy and
compliance with industry regulations. Also great for quality
teams within outsources who wish to report unbiased results
and achieve higher levels of consistency and trust with their
clients.