Contact Center Quality Baseline Automation
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Solution Overview
Problem
Current contact center monitoring systems lack standardized scoring criteria, leading to inconsistent agent performance evaluations and making it difficult for managers to assess agent performance accurately over time.
Innovation Solution
A system that automates the process of ensuring a standardized baseline for quality metrics by assigning communications to a group of supervisors for scoring, evaluating the scores, and indicating the need for scoring standardization if they do not meet predetermined criteria, using methods such as calculating score ranges or mean and standard deviation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple supervisors score communications without standardized criteria, then individual supervisor judgment is utilized, but scoring consistency and reliability deteriorate
Solution Approach 1:
The system transforms subjective supervisor judgments into objective measurements by establishing standardized scoring parameters and criteria. Supervisors evaluate communications against predefined quality metrics rather than personal judgment, ensuring consistent scoring across different supervisors while maintaining the ability to adapt to different communication types through configurable criteria.
Solution Approach 2:
The patent replaces the mechanical system of human subjective judgment with an automated computer-based scoring system that applies standardized criteria uniformly. The system automatically collects scores from multiple supervisors, calculates statistical measures, and determines whether standardization is needed, eliminating the inconsistency inherent in purely manual evaluation processes.
2Measurement precision
If extensive monitoring of communications is performed to ensure accurate performance indicators, then evaluation accuracy is improved, but monitoring efficiency and resource utilization worsen
Solution Approach 1:
The system enables self-service through automated statistical analysis and baseline establishment. The computer system automatically collects scores, calculates mean and standard deviation, determines sample size requirements, and identifies when standardization is needed, eliminating the need for manual analysis of large volumes of communications while maintaining high evaluation accuracy.
Solution Approach 2:
The system implements feedback mechanisms by automatically analyzing scoring patterns and providing information about scoring consistency. When the standard deviation exceeds thresholds or when insufficient samples are detected, the system triggers notifications for additional scoring or standardization sessions, enabling accurate evaluation without continuous extensive monitoring.
3Measurement precision
If manual evaluation of scores by contact center managers is performed, then detailed assessment is possible, but time consumption and operational complexity increase
Solution Approach 1:
The patent replaces manual manager evaluation with an automated computer-based system that performs statistical analysis of supervisor scores. The system automatically calculates mean scores, standard deviations, and determines whether scoring meets established baselines, providing detailed evaluation results instantaneously without requiring manager time for manual analysis.
Solution Approach 2:
The system creates standardized score templates and evaluation baselines that can be copied and applied across multiple communications and supervisors. Once scoring criteria and baselines are established, they can be replicated indefinitely without additional manual effort, maintaining detailed evaluation capability while eliminating repetitive manual work.
Data Source
AI summary
A computer-implemented system and method for assisting managers of a contact center is provided. The monitoring of agent communications is performed automatically and the communications are assigned to a group of supervisors for scoring. The scores assigned to the communications are then received and programmatically evaluated against predetermined criteria to determine the quality of the supervisors' performance. If the quality of performance is below an acceptable threshold, then the need for supervisor performance improvement is indicated. In one embodiment, the system automatically schedules a session for establishing/reinforcing a set of scoring guidelines in response to the indication.