Workforce Engagement
Reduce the turnover rate, motivate your team and make every agent a champion.
Create a world class team and encourage commitment among your agents. Address the high labor turnover that exists in call centers by attending to quality indicators, as satisfaction or silence rates, and encourage the agents who need support.
How Recordia® helps to build a top team and build up engagement between your workers
Recordia® helps you to individually manage and monitor your agents’ performance and create customed and effective trainings while assuring the highest quality standards.
- =Advance monitoring of the overall and individual team performance, even if your agents work remotely, help them to reach your KPI’s.
- =Dig up what causes dissatisfaction between your customers and address the root as quickly as possible to your agents.
- =Identify the best agents, learn from them and create training material based on their successful performances for the rest of the team.
- =Detect poor labor practices early and reverse them fast.
- =Individually coach your agents and empower them with real scripts and quality content to efficiently meet customers’ demands and inquiries and make onboardings faster.
- =Reduce the turnover by engaging them with customed coaching and quality training material based on real calls and solving the identified bottlenecks in processes.
Recordia® Technology
Speech Analytics
- Visual of the most mentioned words and categories.
- Ranking of the most mentioned words and the category they belong to.
- Evolution of occurrences over a set period.
- Silences and overlaps during each call.
Sentiment Analysis
- Agents’ performance ranking based on the satisfaction of their customers.
- Transcription and sentiment analysis of each intervention of a call.
- Overall daily and monthly customer satisfaction rates.
- Topics and categories that elicit the most positive and negative feelings.
- Silences and overlaps.
Transcription
- Highly accurate call transcriptions.
- Overlapping distinction.
- Informal register recognition.
Recordia® AI measures and analyzes silences in call
Silences during a call to a call center agent are considered normal and unavoidable, as it takes time for the agent to check the caller’s data, however, prolonged silences of 20%-30% can hide drawbacks that can cause extra costs and need to be addressed:
- =The agent does not find the answers to the customer's questions because not enough information has been developed or the information is not easy to find.
- =The agent is not sufficiently prepared to handle calls efficiently.
Recordia® helps to identify, measure and analyze silence, so you can understand how your workflow is working and how agents address the calls to reduce the average handle time and increase the efficiency and customer satisfaction in your call center.
- =Identify which agents need coaching and provide them with quality individualized training based on scripts and real calls and inspire your agents to naturally small talk to your customers.
- =Identify which bits of your workflow are causing inefficiencies and address them to improve the customer experience.
FAQ’s
Does Recordia® help me address the call center agents’ turnover?
Yes, because Recordia® reveals problems that stifle your agents that may go unnoticed, for example, if the main complaint is the waiting time to be attended, you can address the root, for instance, it may be caused by the lack of training of your workers or because there is a heavy backload.
How does Recordia® help my team to achieve high quality standards?
Recordia® allows you to set specific keywords or phrases related to the goals of your quality assurance strategy, so they can report insights.
Can Call Centers agents see their own satisfactions rates and recording?
Yes, if they are given access through the Recordia® Administration panel, they can access information, indicators and call recordings according to the privileges given.
Discover the power of Recordia® and unlock your full potential!
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Use Case
Find out more about our Quality Management in the Contact Center use case.
Use Cases
Learn more about Recordia® and its different use cases.