Call Intelligence takes a unique approach with our design and measurement. We look at all aspects of the interaction stage. We look at systems, processes, and participants.
All calls must have structure to succeed. Without effective structure calls usually fall apart, or fall short of their potential. Calls, like a well written play, can be organized into parts and chapters, leading from prolog to epilog.
We organize calls into three parts or Phases:
Agents must lead callers through interactions. Calls must be structured to establish clear direction, momentum, and coherence. CallSteps are the finer structures of each Phase .
CallSteps are a measure of how Structure/Behaviors effect Performance.
Call Steps measure process adherence and behavior development. Every assessment includes a detailed tracking of the steps, or Behaviors, that an agents use. We correlate Call Steps with other performance measures.
We are able to connect behaviors from all Three Phases (Set-up, Solve/Sell, Summarize) to performance.
Break it Down. /Be-hav-iors/
We re-engineer and reinforce a call process on a molecular level. We work with behaviors. Behaviors are powerful. You can train a horse to count by reinforcing simple behaviors. Actually, it’s also how you train jet pilots and brain surgeons :-)
Behaviors are simple and clear. Day Hikers follows simple markers to stay on a trail. They may wander off the trail to explore the local flora and fauna, but if they lose the nearest trail marker; they lose the trail, and are lost. This is what happens on calls gone awry... agents get lost. Agents are Day Hikers and need simple directions to succeed.
Here's an example of the CallSteps used in Point of Sales (POS) interactions ... |
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