Do you use Telegram forcommunication purposes in your business? If you do, you need make sure that you archive the communications made through this app in order to ensure Telegram compliance. The following are the additional benefits that you will getfrom Telegram archiving. Call center managers are increasingly using call
monitoring and call scoring in an effort to enhance their quality control processes. Effective use of these tools yields both quantitative and qualitative data that are indispensable for optimizing call center practices.
With the help of Telegram monitoring, you can be able to pin point deficits as well as proficienciesin agent performance. In order to accurately assess call center agent performance, there needs to be a dual approach using both call recordings and scoring. When managers are armed with qualitative data from customer interactions and quantitative performance measures from call scoring, they can gain a more comprehensive understanding of an agent’s performance deficits and proficiencies.
For instance, knowing that a certain employee struggles when interacting with customers who ask for a refund because call scorings from this call type consistently fall below the expected threshold can be helpful, but when you know why this agent struggles with this call type by analyzing call recordings from these interactions, it will help you gain a comprehensive understanding of where the agent is going wrong. This dual approach to analyzing the performance of an agent can help enhance the precision of pinpointing agent strengths and weaknesses.
Another benefit of Telegram monitoring is that it can enrich you with feedback that can be helpful during coaching sessions. Once an agent deficit has been identified and management has a comprehensive understanding of why the employee is failing to meet expectations, they can make use of this information to enrich the feedback they provide their agents during their coaching session.
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