- On July 10, 2023
- contact center, Noise Map, user experience
In call centers, noisy agents can have a significant impact on the quality of service provided to customers. Therefore, it is essential to identify and monitor them to ensure that they are meeting the standards set by the company.
Here are some reasons why identifying and monitoring noisy agents is important:
- Customer experience (CX): The noise generated by noisy agents is heard by customers leading to a decrease in customer satisfaction. By identifying and monitoring these agents, you can ensure that they are following company policies and procedures to maintain high levels of customer satisfaction.
- Employee productivity: Noisy agents can also distract other agents and lower their productivity. Identifying and monitoring these agents can help identify and correct any disruptive behavior, leading to improved teamwork and higher employee productivity.
- Compliance: Many call centers have regulations and guidelines that agents must follow to maintain compliance with legal and ethical standards. Noisy agents may violate these regulations, leading to penalties and legal issues for the company. Monitoring these agents can help ensure compliance with all rules and regulations.
- Reputation management: Noisy agents can damage the reputation of a company by portraying an unprofessional image. Identifying and monitoring them can help avoid negative feedback and complaints, thereby protecting the company’s reputation.
- Speech analytics: Noisy agents adds noise to the calls and therefore reduce the quality of any speech analytics (e.g. speech to text) preformed on the audio.
In conclusion, identifying and monitoring noisy agents in call centers is crucial to maintaining customer satisfaction, employee productivity, compliance, reputation management and accurate speech analytics. It helps identify any disruptive behavior and allows timely corrective actions to be taken.
Now that we understand the need, the next question is how? Identifying and monitoring noisy agents in call centers can be done using two legacy ways:
- Quality assurance (QA) monitoring: QA monitoring involves reviewing recorded calls. QA monitoring can help identify noisy agents and provide feedback and training to improve their performance.
- Real-time monitoring: Real-time monitoring involves monitoring agents during their calls to identify any noise, interruptions, or unprofessional behavior. This method allows supervisors to intervene immediately and address any issues as they occur.
These two legacy ways requires significant manual effort. There is a third way that is fully automated: using the Noise Firewall that builds a Noise Map and highlights, in real time, the noisy agents and noisy calls.
The Noise Map and all other statistics are presented in a user-friendly way using a graphical dashboard.