Tag Archives: Calibration

Taking training to a whole new level of analytic discovery

The initial training sessions scheduled for all new customers typically dive into basic system navigation, system administration, supervisor usage and agent usage, reports, dashboards, etc.

Additional training opportunities allow for unthrottled, pinpoint insight into particular processes, questions, new enhancements, or simply fine tuning what your team learned originally, to do as my son’s karate dojo claims, “to make their best even better”.

Are you looking for that extra report or piece of analytic data which can help you drive your quality assurance and training cycle time down?

Virtual Observer, our workforce optimization and quality monitoring solution, offers our customers the extra functionality and analytics which will help boost coaching and training methodologies by identifying particular areas that may need additional focus.

Within our evaluation process, the system allows your staff to score calls for the purpose of calibrating – using either additional score cards or supervisors.

Add to the calibration mix our packaging feature, where an audio recording (as well as screens and the evaluation itself) can easily be sent to staff for re-evaluation.

At this point, supervisors who receive these packaged events can evaluate them with the same score card. These evaluations will be flagged for calibration purposes and easily filtered for reporting or a query search.

There is no need to print the score cards and manually calibrate them because Virtual Observer offers analytics which will do this for you automatically.

Our Performance and Trending reports allow you to analyze the topics & questions for those with mixed responses.

In other words, 50% of your staff may have answered YES to a particular question while the other 50% may have answered NO. This can raise a flag that additional training may be needed or even where a question on the scorecard can be considered a little vague.

Analytics can also be used for overall training analysis to enhance the overall process. Reports can be generated at an agent level over a period of time, giving insight into where agents may need additional coaching.

Taking it all a step further, using our E-learning and content delivery process, Virtual Observer allows you to send training documents automatically based on the score of a particular topic/question or at the end of the evaluation process by merely adding a link to the document. These learning materials can be automatically sent to the agent along with the score card.

The subsequent E-learning tasks can be tracked in a report as well to see the volume sent for each particular topic or question.

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Very Frequently Asked Customer Questions and Answers about Call Monitoring Capabilities

Can we record our live chat sessions so we can score them?
Yes – Virtual Observer can be setup to trigger recording when a chat session begins, regardless of the chat system used. Using the same logic, we can also capture email, social interactions, etc, allowing users to then evaluate the interaction as simply as they would an audio call.

How can we calibrate our evaluation sessions?
Calibrations can be done by a simple check box on the evaluation header. This flags the evaluation for calibration purpose and is easily identified for analysis.

Can we query past or archived recordings using Speech Analytics?
Yes – From within the integrated “Call Insight” user interface, Virtual Observer offers an “ad hoc” querying feature which allows you to search through past events for specific words or phrases. These can also be saved for later use.

How do we share highly scored calls for training purposes?
Virtual Observer offers many different ways to share recordings and their subsequent scorecards with other departments. We offer a packaging function that allows users to email a link to the recording. From this link, the recipients can also access all of it’s scorecards. The packaging function will also email the actual recording and scoring files to the recipient if they are not in the user community, depending on defined security parameters, enabled permissions and de-encryption settings, of course.

Are the dashboard reports in real-time?
Yes – the dashboards offer real time analytics – representing the specified date ranges or saved query parameters. The dashboard reports can also be set to refresh automatically at a specified time interval.