Team Member Monitoring and Performance Analysis
CallCabinet offers a detailed dashboard for monitoring and analyzing the performance of team members handling calls. Here’s a comprehensive overview of the key elements and the benefits they offer:
Key Features and Benefits
Calls Handled by Team Members
Line Graph: This graph shows the number of calls handled by team members over time as selected by the user. The red markers indicate significant events or outliers.
Benefit: Helps in identifying trends, peak call times, and performance fluctuations over time, facilitating better resource allocation and training efforts.
Performance Metrics
Words per Minute: Measures the average speed of speech during calls.
Silence: Indicates the percentage of time spent in silence during calls.
Overtalk: Shows the percentage of time during which multiple participants are speaking simultaneously.
Benefit: These metrics are crucial for assessing communication efficiency, identifying areas for improvement in team member performance, and ensuring optimal call quality.
Best and Worst Traits
Best Trait: “Was the preferred corporate greeting used?” indicates strong adherence to greeting protocols.
Worst Trait: “Did the Team Member ask the client to complete a…” suggests an area where team members need improvement.
Benefit: Highlighting the best and worst traits helps in pinpointing specific training needs and recognizing successful practices.
Legal Mention
Most Common Risk: Identifies frequently mentioned legal terms or issues during calls.
Benefit: Ensures compliance with legal requirements and helps in managing risks related to regulatory standards.
Overall Call Statistics
Total Calls Handled: Total number of calls managed within the specified period.
Average Duration: Average length of calls.
Short Calls: Number of calls that were shorter than a typical duration.
Benefit: Provides a comprehensive overview of call volume and duration, aiding in performance evaluation and operational planning.
Team Member Sentiment and Negative Engagements
Team Member Sentiment: Reflects the overall sentiment of team members during calls.
Negative Engagements: Percentage of calls with negative customer interactions.
Benefit: Monitoring sentiment and engagement levels help identify morale issues and improve customer service quality.
Hourly Call Distribution
Bar and Line Graph: Shows the distribution of calls and corresponding team member sentiment by the hour of the day.
Benefit: Helps identify peak call times and schedule shifts to ensure adequate coverage and maintain team morale.
Calls Handled by Team Members
Bar Chart: Lists team members and the number of calls they handled.
Benefit: Facilitates performance comparison among team members, identifying top performers and those needing additional support or training.
Key Benefits
Performance Monitoring: Detailed metrics and graphs enable supervisors to effectively track and evaluate individual and team performance.
Compliance and Risk Management: Monitoring legal mentions ensures adherence to regulatory requirements, reducing potential risks.
Training and Development: Identifying best and worst traits helps tailor training programs to address specific weaknesses and reinforce successful behaviors.
Customer Service Improvement: Sentiment analysis and tracking negative engagements provide actionable insights for improving customer interactions and satisfaction.
Operational Efficiency: Insights into call volume, duration, and hourly distribution assist in optimizing scheduling and resource allocation.
See CallCabinet in Action!
Looking for a powerful tool for managing team performance, ensuring compliance, and enhancing overall operational efficiency? Schedule a demo and we’ll be happy to show you.