## 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”** | Dispute the results of this evaluation | | --- | | Select the scores you wish to dispute -- Please select scores to dispute -- | | No selected items | | Other reasons for disputing this evaluation. In a few sentences, please let us know the reasons you are requesting a review of this evaluation. This is optional if you’ve selected at least one score to dispute. | | Select a reviewer Current Evaluator - Lewis Myatt Please note: You cannot review your own dispute | | Close Submit dispute | --- ## 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. | | Calibration performance | Session 1 | Session 2 | | --- | --- | --- | --- | | Evaluation outcome | 100% | | | | Line item | | | | | Agent welcomes the customer | 100% | | | | Information gathering | 0% | | | | The agent acts as a customer champion | 0% | Not a match | | | The agent guides the customer | 50% | | | | Call close | 100% | | | | Agent verifies the customer using company security guideli... | 50% | | | | Direct debit | 0% | | | | Providing a quote | 50% | | | | Sales | 50% | | | | Marketing | 100% | | | --- ## 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.