We at CallScriptBuilder team have passionately debated analyzing script usage pattern by agents and teams. Essentially the question is “Is it possible to look at analysis reports of the script usage and figure out how the process on the whole faring?”. What about the smart and intelligent agents who barely uses a part of the script? The answer has always been that those will be a tiny minority unless we are talking about a very small group of agents handling a very complex process, typically only handled by experts.

In a decent size process  (with more than 50 agents), it helps the management when the agents follow the script. It is even better if that script does all the external application processing from the simplified workflow of the script. By analysis actual call flows against successful script patterns, it will be easy to determine customer satisfaction percentage. Management can look at time spent on script pages and sections to analyse if time spent there and patterns of time spend are indeed justified. Perhaps the agents are not doing a good job of explaining key areas  or not spending enough time on those key areas and hence the low percentages of First Call Resolution. Or the management could identify a potential pitfall page/section within the script where essentially a large percentage of the calls are getting dropped off in an outbound scenario, the solution to which could be rephrase or present those sections differently to the customer.

Call Center management could look at certain statistics and deduce that certain team of agents are spending  more time in a script page/section. It might boil down to training issue for the team. Another way of analyzing it further is to drill down to particular agent(s) within a team who may be skewing the stats for an otherwise competent team …