Infinity CCS

The Benefits of Automating Paper Based Call Monitoring Forms

By Carl Adkins, Managing Director, Infinity CCS

The benefits through automating your paper-based call monitoring forms are far reaching. Not only do you make considerable savings from automating your paper-based forms, but you improve the management and retention of your agents and the performance and productivity of your contact centre.

?From the research that we have conducted we have found agent churn and the time to induct new agents is a major issue for contact centres, any steps taken to reduce agent churn or fast-track the induction cycle of new agents will save organisations money?
Steve Morrell, founder, ContactBabel

Savings Through Automating Paper-Based QA

In our experience, the time spent reviewing, feeding back and recording quality using paper-based call monitoring forms is between 4 and 5 times the duration of the call. It is not the actual review of the call, although this does tend to take longer with a paper-based form, but it is all of the manual tasks that surround the process such as identifying which call to review, finding and retrieving that call, scoring the call, sending the paper form to the agent for comment, compiling consolidated reports from separate forms and filing for future reference or audit.

On the implementations that we have performed, we have measured the time taken per quality evaluation before and after the implementation of our Infinity QA software. We consistently reduce the actual time spent on each call evaluation by more than 50%.

For a 50 seat contact centre with average call durations of 6 minutes, this reduces the QA management process from 36 minutes per call to just 18 minutes per call. Based on just reviewing one call, per agent, per week, this can save 15 hours per week of your supervisor?s/manager?s time.

In hard terms, this can equate to ?9,932 savings per year for the average salaried supervisor which is equivalent to ?16.55 per agent per month.

Savings Through Improved Agent Management

In terms of improving agent management, the major benefit of automating your paper-based call monitoring forms is the speed at which feedback can be presented back to the agents, making it relevant and therefore far more effective.

We have seen from implementations that we have performed that by getting this process right, you are able to reduce staff attrition, induction time and training days. All of these areas can produce significant savings in staff associated costs. For example, reducing staff attrition by only 20% in a 50 seat contact centre can save that contact centre nearly ?10,000 per year in recruitment costs alone.

Savings Through Operational Performance

By automating your paper-based call monitoring forms, you are able to improve agent performance, processes and the quality of the interactions you have with your customers. This enables you to address some of the key operational performance indicators of your business such as first call resolution, call durations and customer complaints.

For example, by understanding why repeat calls are happening, addressing this through agent training and coaching and then ensuring that new processes are being followed, it is possible to improve the number of first call resolutions.

If we use our 50 seat contact centre example again and assume that we only improve first call resolution rates by 20%, this can produce a saving in staff cost alone of ?37,500 per year, or the equivalent of ?62.50 per agent, per month.

Find Out More

The above are only the highlights of some of the areas where you can save money and improve performance through automating your paper-based call monitoring forms. In addition to this, there are numerous other hard and soft benefits that can be gained.