Insurance
MyQualityTeam combines a skills framework with AI speech and text analytics to reveal the strengths of your agents, development areas and how to fix them.
The queries insurance contact centre agents handle can be varied and complex – they might be supporting a policyholder through a difficult claim or advising a customer on a range of covers to protect their home, possessions, or business.
Managers evaluating agent performance will want to check compliance but also empathy and sentiment – was the customer happier and calmer at the end of the conversation?
MyQualityTeam helps team leaders accurately and quickly identify any problem areas at scale and put corrective action into place immediately.
Audit performance
Measure agent performance against attributes selected from our unique skills framework. Calls, emails, webchat and text messages can be evaluated.
Ensure compliance
AI enabled assessments pick up key words and other signals and evaluate whether the agent has completed essential checks, explained legal requirements and checked the customer’s understanding.
Maximise cross-sell
The platform can assess whether the agent has picked up buying signals and maximised cross and upsell opportunities by asking open questions about the customer’s needs and current product/ service usage.
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Resources
Balance in the boardroom – how can we better support the next generation of female leaders?
MQT Founder, Vanessa Blake discusses the value of diversity at board level and how contact centre leaders can drive change in their own organisations.
The top three skills your contact centre agents need
The top in-demand skills your agents need, what good looks like and how to enhance these skills in your contact centre.
The changing face of contact centres – why industry leaders are moving to multi-generational teams
The number of working over-50’s is set to reach a record high by 2030. In this article we discuss the benefits of building a multi-generational contact centre team.