Nearly 85% of contact centers have performance management or quality monitoring software in place today, but if you suspect that your post-call solution isn’t providing the level of benefit it should be, you’re probably right.
There are a few key reasons your post-call solution may be letting you down — we’ll explore what they are and help you find a way to address them.
1. Your solution is outdated
If you have a post-call solution but it’s old or has very limited functionality, then its lackluster benefit may simply be due to the fact that it’s outdated.
Old solutions with only basic QA capabilities are better than nothing, but as solutions continue to advance rapidly, “better than nothing” isn’t nearly good enough. Look for an alternative with an established record of success in the areas most central to your objectives, but that continuously innovates to ensure you’re ahead of the curve rather than falling behind.
2. It doesn’t provide a complete picture of what’s happening
Without observability of 100% of conversations and accompanying transcripts, you’re not getting a complete picture of the risks you’re open to, meaning you have no way to correct them. The average cost of non-compliance has risen by about 45% since 2011, so now more than ever, organizations can’t afford to leave risk hidden.
A solution that creates full transparency into every conversation not only provides peace of mind, but also prevents potentially costly errors from continuing. Seek out a vendor that doesn’t stop at a few reviews per agent each month, but that actively monitors every interaction so no risk or missed opportunity flies under the radar.
3. It requires too much manual work
A post-call solution that still requires a heavy manual lift may not be saving you time (or money) at all. And when supervisors aren’t provided with the extra time — not to mention, the insight — they need to coach effectively, you’re not just missing out on savings, but also on growth opportunities.
If your staff are handling time-consuming manual processes, your post-call solution isn’t pulling its weight — offloading this sort of repetitive work from staff to software is a cost-effective alternative that improves employee experience.
An advanced solution will automatically handle QA and manual workflows, and will even provide real-time alerts to anomalies or compliance issues.
4. It stops short of actionable insight
If you’re not clear which actions to prioritize and you’re sure that your QA and coaching efforts are actually impacting performance at all, then your post-call solution lags in a critical set of capabilities, and you’re missing out on a vital opportunity to better support both agents and business objectives.
Generating a scorecard is a great first step, but if it isn’t converted into something actionable, then it will ultimately have no impact. Find a solution that provides insights into the behaviors driving the best outcomes and opportunities for coaching those behaviors. With these more mature capabilities, your solution can transcend post-call QA and drive improved agent performance, without requiring extra work from you.
5. It’s too narrowly focused to make enterprise-wide impact
When monitoring conversations for QA and compliance purposes, a post-call solution can track trends and topics to surface customer and market insights as they emerge, provide agent assistance, and automatically summarize conversations — but many solutions don’t veer into this territory at all.
Look for a solution that monitors conversations for trends and anomalies to surface business insights, like common questions and objections, reasons for customer calls, and drivers (or barriers) for buying. And better yet, look for a solution that scales those capabilities beyond QA to improve agent experience and efficiency.
With a better understanding of where your post-call solution may be falling short, you have a clearer picture of the capabilities you should seek moving forward.
Key considerations when seeking a new solution
Taking these reasons your post-call solution is letting you down into consideration, be sure to look for these capabilities when exploring alternatives:
- 100% visibility into every conversation
- Automatic QA (without the need for manual work)
- Outcome insights to identify the specific behaviors that drive sales, retention, and more
- Coaching and collaboration opportunities to support agent effectiveness
- Alerts to errors, anomalies, or other events you designate as important
- Topic discovery and other customer insights that drive business objectives