WeCom call monitoring is something you should definitely consider if you are anemployee looking to improve your quality assurance processes. By tracking the calls of your employees, you can benefit in the following ways.
First of all, WeCom call recording can help enrich feedback during your coaching sessions. Fromthe call monitoring process, an agent deficit can be identified, and that will help the management have a comprehensive understanding of why the agent is failing to meet expectations. They can make use of this information to enrich the feedback they provide their agents during their coaching session.
By providing the agent with an excerpt from the call recording that demonstrates exactly where they did not meet expectations and quantitative data from call scoring forms, it can help make the feedback more concrete and comprehensive. This can enhance the feedback process and also make the coaching session more effective.
Another way that WeCom call monitoring can help you is facilitating the goal setting process. Once management has provided an employee with effective feedback that is enriched with qualitative and quantitative data from call scoring forms and call recordings, this information can be used to develop an action plan for the employee. For instance, if the employee consistently falls below expectations on refund calls due to forgetting to explain to the customer that the refund will be posted to their account in ten business days, you can collaborate with the employee to develop an action plan that addresses this issue.
For more information on the benefits of WeCom call monitoring, visit our website at https://www.telemessage.com/
