Press Announcement by MyQualityTeam:
MyQualityTeam has launched an innovative new agent performance platform to Australian contact centres this month, helping managers upskill agents and optimise performance. To celebrate the launch, a 30-day free trial is available for any contact centre managers who want to experience the new platform and the difference it can make to their teams.
Using a competency-based framework developed by Aussie-born Founder and CX strategist, Vanessa Blake, the MyQualityTeam platform automatically identifies the root causes of poor and high performance. With the typical agent taking more than 60 calls a day, providing real-time feedback enables the agent to put the advice into practice straightaway and see immediate results.
MyQualityTeam leverages AI voice/text analytics to measure performance and sentiment at the start and end of calls and identify areas of strength and development for the agent. In addition, through user-friendly dashboards, managers can analyse this information over time to build a more personalised and immersive experience for their customers.
Speaking about the launch, Founder Vanessa Blake commented,
“I started my career as a telephone sales account manager working in a small team of 6 agents and know first-hand how challenging it can be. Many employers at senior leadership level fail to really understand the value that a great performing customer team provides which, in turn, has exacerbated the issue with attracting and retaining experienced agents. We all like to feel valued and recognised as doing a good job. MyQualityTeam engages agents in their own development, clearly showing how they are improving and where their strengths are. Coupled with a targeted reward and recognition programme, investing in developing contact centre teams can help to stem agent churn at its root cause, enabling businesses and their customers to reap the benefits of an experienced team who are engaged and motivated to deliver great service.”
An organisation involved in piloting the SaaS product, spoke about their experience,
“Since using the MyQualityTeam platform we’ve seen a step change in our ability to track where improvements are needed at advisor, team and whole contact centre level. I can now quickly see where our strengths are, where we need to develop and which problem areas are most significant. I can track improvements across different periods and drill down to the detail to see what’s working.”
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For further information, please contact Rachael@myqualityteam.co.uk
MyQualityTeam is the only Contact Centre agent performance platform that identifies the root causes of performance and engages agents and contact centre leaders with actionable feedback and analysis to enable continuous improvement. Most speech analytics software and quality management tools will tell you that there is a problem, but only MyQualityTeam can tell you why there is an issue and what to do about it.
The platform utilises a unique competency framework and leverages AI and voice/text analytics to engage agents & evaluate performance – including compliance and sentiment – highlighting team and individual strengths as well as area of improvements and actions to take.
Our customers experience wide-ranging benefits – an increase in agent effectiveness of up to 180% in as little as three months, improvements in customer sentiment, CSAT scores, cross sell, customer loyalty and employee retention. Company reputation is protected as complaints and compliance risks reduce. Visit our website and contact us for a demo on www.myqualityteam.co.uk.