Before recently joining the HP Workforce Optimization Software team, I worked for a large global contact center organization, where I was in charge of QA and Training. One of my responsibilities in that role was to determine and drive budgetary talk time goals every year for a variety of phone projects. Our budgetary plan for each project had to detail what changes we would make to scripting, desktop applications, call flow, or training during the upcoming year, as well as the expected change to AHT or other budgetary drivers for each proposed change. We also needed to be able to track or progress towards budgetary goals throughout the course of each year.
We needed an analysis that measured the average amount of time it took our contact center agents to complete each step of a defined process. Lacking any automated system of talk time analysis, we created manual reports by listening to hundreds of random calls and manually timing each step of the call. All of this data was entered to spreadsheets for analysis. It took an army of listeners and calibration was a challenge. At the end of the study, we had to hope that we had selected the right mix of calls for our talk time studies.
Report example: average number of seconds required to complete workflow steps.
After using a manual process for many years, we acquired a desktop analytics product for PCI compliance purposes and soon discovered its ability to also measure AHT for basic workflow steps. The reports were super-accurate, didn’t take an army to create and included data for as many calls that we wanted to include. By using an automated measurement tool, we went from being pretty good to being really good about understanding our talk time.
In addition to AHT step measurement, a good desktop analytics tool can provide tremendous insights into individual and aggregate agent behaviors.
Which applications do most agents use most often and for the most amount of time?
Which process requires agents to jump around from place to place looking for information that they need?
Which agents spend more or less time completing various workflow steps than they really should?
Desktop analytics technology provides transparency into what front- and back-office employees are doing at their desktops, valuable insights that are not available without this investment. As a result, it can rapidly identify costly system, operational, and performance issues that can prevent the staff from delivering a consistently outstanding customer experience.