Too often, compliance feels like a necessary evil, a list of qualifications and requirements that companies must meet to keep lawsuits away. However, the application platforms that have been designed to manage call compliance have given rise to a tremendous secondary benefit: a window into the productivity of a company’s customer service operation.
Microsoft Teams continues to gain market share in customer service operations. Combining its unique suite of collaborative tools with a cloud-based compliance platform may become your next secret weapon for increasing productivity and customer satisfaction.
Agent Performance – Don’t Just Measure Compliance
Your agents naturally require compliance checks. Did the agent read disclaimers, notify the customer of their rights, get permission to charge the customer’s credit card? These questions may take care of compliance, but there’s a second performance layer that has less to do with what the agent said and more to do with how they said it.
Let’s look at three data layers that can teach you more about your customer service operation and any survey or questionnaire ever sent to your customers.
Layer 1: Emotional Progress of Call Audio
AI-driven analytics allow us to measure the emotional content of a conversation, both from the agent and the customer side. Your call recording platform can synchronize its tracking of the emotional changes on the call with a text transcript.
Layer 2: Video Capture
Microsoft Teams has become immensely popular for its video capabilities. Your call recording platform should be able to gather the video for these calls. Knowing how your agents present themselves and understanding how each customer visually reacts is almost as good as being on the call yourself.
Layer 3: Agent Screen Recording
Last, but by no means least, knowing what your agent was doing on their computer during the call isn’t just informative; it can be critical data. Many agents deal with a company-provided call screen that helps them log information and handle customer accounts. Reviewing how the agent interacts with the screen can help identify training needs, efficiencies in the software, and practices that need to be corrected (watching Netflix, etc).