El día a día de los auditores de calidad en el Call Center es muy ineficiente. Tienen una cantidad de tareas manuales que les hace muy complicado tener un día a día productivo, en el que poder dedicarse a tareas de alto valor. Las tecnologías de Speech Analytics imposibilitan la automatización de tareas. Por lo tanto, para mejorar la eficiencia al hacer auditorías de calidad en el Call Center, tenemos que pensar en qué tecnología utilizamos.
La Inteligencia Artificial y el Aprendizaje Automático sí son tecnologías con el potencial de automatizar tareas. Por un lado te dan la capacidad de gestionar datos conversacionales de forma masiva y escalable. Y, por otro, te apoyas en algoritmos que son entrenados para mejorar tu capacidad de análisis. Y a aprender sobre toda la información que tienes en tu Call Center.
¿Qué problemas de eficiencia al hacer auditorías de calidad solemos tener?
- La gestión de los auditores es ineficiente y subjetiva, porque evalúan a los agentes en base a escuchas manuales. Las cuales les obligan, por cómo están las herramientas y los datos conectadas, a muchas tareas también manuales.
- Tienen problemas para identificar y generalizar problemas y errores, porque es imposible entender qué ocurre en tu atención a clientes si solo escuchas el 2-3% de las llamadas por agente al mes.
- Utilizamos en el Call Center herramientas que no ayudan a nuestra productividad, porque convertimos a los auditores en embudos.
- Los auditores también son incapaces de explotar, por lo general, los datos que se pueden extraer de las llamadas. Y este problema no es suyo sino de cómo está gestionado el ciclo de datos conversacionales.
Este tipo de cuestiones la Inteligencia Conversacional las mejora, incrementando la eficiencia de los auditores de calidad. En el webinar que celebramos la semana pasada repasaremos cómo la IA y el aprendizaje automático te permiten mejorar muestras de análisis, hacerlas más completas y conseguir automatizar procesos. En concreto nos centramos en mejorar la eficiencia al hacer auditorías de calidad en el Contact Center.
El resultado de automatizar, tal y como lo vemos nosotros, supone un cambio cultural en el Call Center. El auditor pasa de auditar llamadas a analizar datos, por lo que su eficiencia se incrementa en porcentajes muy altos. Y creemos que esta es una de las claves para beneficiarse de la automatización: convertir a los auditores en analistas de datos. Que pasen de estar el 80% del tiempo escuchando llamadas, a estar ese 80% del tiempo analizando datos conversacionales.
Justo en el vídeo de abajo os compartimos el resultado de automatizar varios procesos al auditar llamadas. Con varios cambios en la forma de gestionar datos, conseguimos en varios casos incrementar de 4 auditorías a la hora por auditor… ¡a más de 10! Es posible mejorar la eficiencia al hacer auditorías de calidad.
¿Qué otras formas de hacer más eficiente podemos encontrar gracias a la Inteligencia Conversacional?
Además de este caso comentado, también mencionamos otras 2 maneras de mejorar la eficiencia al hacer auditorías de calidad:
- Al tener una plataforma que te permite auditar un mayor volumen, tendrás un mayor control sobre el servicio. Esto te va a llevar a reducir o disminuir tu estructura. Que un responsable o team leader en lugar de lleve a 15 agentes, que consiga llevar a más de 25.
- Al estructurar toda la información, puedes hacer más objetivos tus análisis y poner en marcha planes de acción muy concretos. Con más capacidad de análisis encuentras palancas de acción sencillas pero de bastante impacto. En este punto comentamos un caso de impacto sobre el AHT.
Si quieres ver el webinar completo y completar estos ejemplos, ¡escríbenos!
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