An Introduction to VCLogCoach

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An Introduction toVCLog-Coach

• from VoiceCyber Europe B.V.

VoiceCyber Europe B.V. Antennestraat 86 1322 AS
Almere The Netherlands Tel [phone]
5555 Fax [phone] www.voicecyber.net
powered by Qcoach.com
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VCLog-Coach highlights (1)

• Based on Microsofts .NET architecture
• Password protected at every level including
  individual advisor
• Any call centre size application including
  multiple locations
• Allows for self-evaluation (subject to
  permission)
• Easily expandable purchase additional licenses
  and obtain new soft key
• Includes coaching outcomes reporting
• Can be used for e-mail evaluation

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VCLog-Coach highlights (2)

• Reports match your organisation structure
• No limit on the number of evaluation templates
• Interpretation notes for each question Multiple
  scoring modes e.g. Yes/No/Not Applicable, 1-5/Not
  Applicable
• Audio and text bookmarks for supportive evidence
• Add an attachment to each bookmark e.g. PDF,
  audio/video file
• Track volume of call evaluations and coaching
  sessions
• Turn an evaluated call into e-learning for an
  advisor or the entire call centre

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Why Quality Monitoring

• Enables your call centre to deliver a consistent
  customer experience
• Motivates your advisors/agents to continuously
  improve their call handling skills
• Equips your team leaders with the tools to manage
  the performance of their team through regular
  measurement and coaching
• Balances Productivity measures with Quality
  measures
• Maximises the bottom line value of your call
  centre by continuously improving
• Sales through service i.e. cross and up selling
• First call resolution
• Customer satisfaction and retention
• Talk time

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What is required from your Quality Monitoring
system?

• Easy to use by team leaders
• Help team leaders to deliver inspirational
  coaching to their advisors/agents
• Effective reports with focus on development
  needs analysis of individuals, teams and call
  centre
• Provide advisors/agents with the confidence and
  assurance that their performance is being
  evaluated equitably and consistently

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Beyond Quality Monitoring

• VCLog-Coach includes e-learning capabilities
• Learning package is created by the team leader
  quickly and easily using the agent/advisors call
  and adding a learning attachment such as a short
  PowerPoint presentation, document, example of a
  role model call
• Learning packages can also be created as a
  catalogue and used for newly appointed agents or
  for team leaders to draw from
• A training need can be turned into a learning
  event and distributed to every agent to complete
  within the next few days during quiet times

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Benefits of the Learning Module

• Easy to author
• Use downtimes to create continuous learning
• Team leaders can use their advisors calls for
  pre one-to-one preparations. This enriches the
  coaching interactions as the advisors come better
  prepared
• Trainers select a call and create a common
  learning for groups of advisors
• Enable all advisors and team leaders to gain a
  common understanding of the call handling
  standards
• Advisors are able to unconsciously self assess
  each call
• The learning objective
• by training a learner to recognise what
  excellence looks like has a positive effect on
  their performance
• Can also be used for training team leaders in
  call evaluation skills i.e. create a library of
  pre-authored calls with fully explanation. To
  become competent they need to achieve a minimal
  level of Alignment (Alignment Index)
• Learning Nuggets (document, video, audio,
  PowerPoint, image etc) can be added by the team
  leader to the call they are evaluating

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Why VCLog-Coach?

• Fully integrated with VCLog (voice and screen)
• Easy to set up
• Reporting matches your organisation structure
• Unlimited number of call evaluation templates
• Use with the voice recorder
• Simple to add additional user licenses as the
  call centre grows
• Easy to use
• Intuitive similar to Windows XP
• Minimal training required to administer
• Password protected at every level
• Strengths and weaknesses demonstrated with audio
  bookmarks for maximum impact on the
  advisor/agent
• Captures coaching agreements online

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Why VCLog-Coach?

• Complete solution
• Infinitely scalable (including across multiple
  call centres)
• Outstanding value for money
• Full maintenance and support provided which
  includes free minor upgrades
• Online user guide
• Optional professional training and consultancy
  services
• E-learning
• Used for continuous development of
  agents/advisors during quiet times
• Also used to train team leaders to evaluate calls
  consistently
• Easy to purchase
• Only buy the user licenses required
• Add more as you expand without paying a premium
  price (min of 5)
• All thats required is an Activation Key

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VCLog-Coach has been developed by Qcoach.com
(incorporating Qualtrak)

• Recognised leading experts in quality monitoring
  and coaching
• 10 years experience within the UK call centre
  industry
• Helps clients to implement effective quality
  monitoring programmes
• Unique product
• Qualtraks customers include
• BSkyB (over 8000 advisors)
• T-Mobile (over 5000 advisors)
• TSC (largest outsourcer in Scotland)
• Virgin Media (Cable)
• British Gas (utilities)
• Several UK Police forces and Fire services
• Endsleigh Insurance (motor and home insurance)
• . and many more

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VCLog-Coach screen shots
Organisation structure
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Questions
Required evidence to score positively
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1
3
Evaluation criteria (standards)
Evaluation scoring method
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5
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Media Bookmarks (indicates evidence) and learning
attachment
Question interpretation
Media used (audio)
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E-Learning
Learning Assignments sent to the agent
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Trend Analysis Report (for any level)
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Training Needs Analysis Report (for any level)
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VCLog-Coach Reports