Speech Analytics helps deliver an effective quality analysis, as the program examines calls, excluding the possibility of human errors.  In order to be consistent with delivering a  positive customer service experience, a  major focus also needs to be on the agent’s performance.

One bad customer service experience can be a complete game-changer for any call center. Therefore, it becomes crucial to have a speech analytics tool in place to analyze an agent’s performance.  The speech analytics quality monitoring tool automatically translates audio to text, performs analysis, and categorizes the calls on pre-defined rules.

After this process, the results are provided in an unstructured form, which becomes difficult for the supervisor to understand and map results onto the scoring criteria. For this reason,  it is important to integrate such a speech analytics tool with a quality monitoring tool, such as Etech’s QEval, which easily integrates the data. QEval transforms the results into a structured readable form of reports.

Here are a few reports available with QEval, which presents data into a tabular and pictorial format, that are easily understandable.

• Top Performers Overall Max Score Report: This report identifies top performing agents for a  given time period, with their maximum score achieved from the overall parameters. With this report, a  supervisor can easily know about top-performing agents and plan to focus more on the performance of other agents.
• Section Average Score Report: The average score achieved by each agent for a specific time period is stated in this report. It proves to be useful for both agents and supervisors to analyze the performance, section-wise, and improvise in low-scoring sections.
• Overall Monthly Program Summary Report: This report shows the program’s overall monthly performance. It works as a progress card for agents and to know about the performance of the team under the specific program.
• Score Comparison by Week Report: This report lets a supervisor compare performance scores for a  current week with scores from a previous week, which works as a true identifier of the effectiveness of training given to agents for certain parameters.
• Average Score Report for Supervisor: This report serves a great purpose for call centers having more than one supervisor. The top management can look at an average score for each supervisor and make decisions based on those scores.

The above-mentioned reports provided by using speech analytics data are easy to view and identify progress for agents, supervisors, campaigns, and overall contact center performance. These reports are also customizable and prove to be invaluable for call centers when making optimal use of a  speech analytics tool, to prevail in the marketplace.