Proactive system and method for monitoring and guidance of call center agent
View Patent ↗System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications. The proposed system comprises a module for quality evaluation of agents skills and/or of compliance with business processes; a database for storing the results of the evaluation module, in the form of a plurality of profiles of performance; a Call Analysis System (CAS) connected to the database and with the software applications, for retrieving the profile of performance associated with an agent and for generating and transmitting a visual or textual or audio input regarding corrective and/or preventive action(s) required during the current interaction, to an agent terminal, based on the performance profile, and/or on acquired real-time call-based information, as defined by predetermined criteria.
1. A system for monitoring and guiding agent performance within call centers, each of which being provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications, the system comprising:
a database for storing a plurality of performance profiles, each of said performance profiles being associated with a respective agent of a call center; and
a Call Analysis System (CAS) that retrieves, in real time, a performance profile of an agent; acquires, in real time, data entered by the agent in one of said agent terminals into a field of a software application during a call; and determines, during the course of the call, whether a corrective action is needed based on the performance profile and the data entered by the agent,
wherein, when the corrective action is needed, the CAS generates and transmits, in real time during the call, input regarding the corrective action.
2. A system according to claim 1 , wherein the input is a visual input, a textual input or an audio input.
3. A system according to claim 1 , further comprising:
a recording system for recording interactions of one or more agents with a customer.
4. A system according to claim 3 , further comprising interfacing means for allowing a supervisor to listen to the content of the interactions or to access their textual representation and evaluate them.
5. A system according to claim 1 , further comprising interface to CRM systems, for improving the performance of agents assisted by said CRM system.
6. A system according to claim 1 , in which the Call Analysis System (CAS) adds indicators to elected interactions, used for tagging said elected interactions or portions thereof.
7. A system according to claim 1 , further comprising a voice analysis module and wherein the CAS acquires, in real time, results of speech analysis of the call and determines, during the course of the call, whether a corrective action is needed based on results of the speech analysis.
8. A system according to claim 1 , wherein the data entered by the agent comprises predetermined fields of the software application.
9. A system according to claim 1 , wherein the CAS determines whether a corrective action is needed according to a predefined correction rule.
10. A computer-implemented method for monitoring and guiding agents of call centers, the method comprising:
retrieving, in real time, by a computer-implemented Call Analysis System (CAS), a performance profile of an agent;
acquiring, in real time, by the computer-implemented call analysis system, data entered by the agent in an agent terminal into a field of a software application during a call;
determining, in real time, by the computer-implemented CAS, during the course of the call, whether a corrective action is needed, based on the performance profile and the data entered by the agent;
generating, in real time during the course of the call, by the computer-implemented CAS, input indicative of the corrective action; and
transmitting, during the course of the call, by the computer-implemented CAS, a corrective action alert that includes the input to the agent terminal.
11. The method of claim 10 , wherein the performance profile of the agent is a summary of a plurality of quality monitoring forms related to the agent.
12. The method of claim 10 , wherein the data entered by the agent comprises predetermined fields of the software application.
13. The method of claim 10 , wherein determining whether a corrective action is needed is performed according to a predefined correction rule provided to the computer-implemented CAS.
14. The method of claim 10 , wherein the corrective action alert is a visual input, a textual input or an audio input.
15. The method of claim 10 comprising:
analyzing, by a voice analysis module, audible information enunciated during the course of the call; and
acquiring, in real time, by the computer-implemented CAS, results of speech analysis of the call performed by the voice analysis module; and
determining, by the computer-implemented CAS, in real time during the course of the call, whether a corrective action is needed based on the performance profile and the results of speech analysis.