Clearvoice Consulting

Page 1

Agent Evaluation Software - VoisCoach by Storacall

To help be more specific and to give you an idea as to how this product is marketed, we have included information from Storacall’s VoisCoach product which is a Quality Monitoring and learning solution designed to be used with any voice recorder and enables a Contact Centre to deliver a consistently positive customer experience. The product works within the following areas:

• Voice/Data Recording
• Call Evaluation
• Behavioural Learning
• Online Coaching

VoisCoach takes a fresh look at the process of contact centre quality management. Today's contact centres have the potential to build customer loyalty, demonstrate the brand values and generate cross and up-selling. Success in CRM programmes is dependent upon call handling advisors deploying positive behaviours and therefore makes quality management an essential process.

However, VoisCoach is much more than traditional 'quality monitoring'. VoisCoach has been developed to go beyond quality monitoring by including online learning and coaching tools. This enables the ROI to be more attractive due to a broader span of influence on performance achieved through the various capabilities of VoisCoach.

Page 2

Contact Centres are able to record customer interactions, evaluate advisor performance and report on the outcomes. However, VoisCoach not only provides the evaluation capabilities, but uses self-coaching techniques to create continuous learning of critical behaviours.

The learning is undertaken in bite-size chunks at a desktop during times of low call volumes. There are many pre-requisites to improving performance and these range from the way the evaluation is conducted, to the manner in which feedback is given and type of help and support provided.

VoisCoach recognises the needs of both the advisor and team leader and provides the required tools.

The result is an engine that continuously drives performance upwards in a positive and participative manner. It provides the basis for management to have the confidence that team leaders are evaluating calls consistently and that quality scores are not inflated.

Contact Handling Templates

• Unlimited number of templates can be developed
• Multiple scoring options available
• Weightings applied to each question
• Applied to calls, email, correspondence etc.

Evaluations

• Easy to use
• Each question includes evaluation guidelines
• Use audio clips and comments with each question to support assessment rating. This simple to use function is invaluable in reinforcing evaluation and generating advisor understanding of areas for improvement

Page 3

Voice Recording

• Use VoisCoach with your own recorder, or a Storacall recorder

Scalability

• Unlimited application across multiple contact centres

Reports

• League table reports
• Trend reports for individual, team and all other levels
• Drill down question analysis for individual, team and all other levels
• Evaluator Learning and Accreditation
• Create evaluation and skills learning modules
• Use with all advisors to develop self assessment skills
• Create behavioural learning modules using real-life calls
• Learning undertaken at desktop
• Create library for systematic learning by new advisors

Online Coaching

• Capture coaching outcomes online and agree 'improvement contract'
• Track and audit coaching activity

Page 4

Management Team

• Easy to use
• Enhance call evaluation with demonstrable learning
• Maximise the value of quality monitoring by using a formal evaluation accreditation process
• Instill the ability to recognise call handling excellence amongst all advisors
• Track coaching activities
• Everyday learning in bite-size chunks during quiet times
• Use VoisCoach with existing recorder or purchase value for money recorder from Storacall
• Enrich the quality and enjoyment of coaching with the VoisCoach tools.

Employees

• Engender a sense of involvement in managing their own performance
• Enjoy the satisfaction of seeing their skills and knowledge continuously grow
• Strengthen relationships with team leader
• Pride in the organisation
• Reduce unnecessary stress due to increased confidence in the job
• Confidence in the consistency and fairness of performance evaluation

Benefits of Behavioural Self Learning

• Increases learning retention
• Provides individualised, self-paced learning
• Allows flexible time, place and privacy for training
• Provides unlimited practice and re mediation until natural confidence is achieved
• Delivers consistent, non-judgemental learning
• Is highly motivational and reinforces the organisation's values and beliefs e.g. customer retention

Action