daisee Contact Centre AI enables proactive management of agent wellbeing

Keeping contact centre agents working at their best is essential to delivering the best customer experience. Beyond their training and coaching, it’s critical to carefully support agent welfare given how emotionally difficult some customer engagements can be.

daisee is best known for its AI-powered QA insights delivering the ability to elevate customer satisfaction ratings while ensuring high regulatory compliance and script adherence. But the same core feature that scorecards 100% of calls and chat sessions in the contact centre also delivers risk flagging for every call to give you a fast alert on every occasion where an agent may have experienced a difficult customer.

In any industry, and particularly finance and insurance, agents can be on the receiving end of anger, profanity, and stories of severe distress. Depending on the severity, one call could be enough to deeply upset an agent. Other times it may be a cumulative effect where a series of calls over time begin to wear them down.

In a manual QA process where calls are only sampled, calls that are high risk to agent welfare can regularly go undetected. While some agents may seek help after a difficult call proactively, others may bottle up their concerns and never mention them to a team leader.

In hybrid and remote work contact centres, it becomes especially difficult to pick up on social or physical distress cues across your team. To understand the day-to-day agent experience in these environments, there is no ‘walk around’ to check in with how people are going. The daisee AI-powered platform becomes essential, acting as the eyes and ears for team leaders.

With daisee scoring 100% of calls, risk detection becomes the norm. Team leaders will be alerted to every scenario where there has been potential for agent distress, creating a proactive opportunity to check in and show staff they have support available if they need it.

Clients like PetSure have found daisee a particularly powerful tool in managing agent welfare, with agents feeling far more confident because they know their team leaders check in with them after difficult calls.

"With daisee, we've been able to build a mechanism to detect where an agent's wellbeing has been put at risk in close to real-time,” says Brodie Booth, Senior Quality Assurance Analyst at PetSure. “Whether that is a heightened negative sentiment, a personal attack, or some other concern over experiencing a vulnerability on a call. To be able to quickly notify a team leader and check in with an agent to offer them support has been great."

Poor agent welfare can play a significant role in typical contact centre statistics that see the industry face high absenteeism and attrition rates. This can also have a snowball effect on wider agent satisfaction with their work. High attrition requires regular recruitment and training of newer agents, which results in more experienced agents shouldering a larger workload. This in turn can lead to reduced morale amongst those agents, and the cycle continues.

With that in mind, achieving the best possible agent welfare helps to lower ongoing recruitment and training costs through improved staff retention. And with more longer term staff, your customers benefit through better overall quality of service experience.

daisee is proud of how it not only elevates customer satisfaction for our customers, but also delivers the best possible support to agents and their welfare experience. To learn more about how daisee can help your contact centre, get in touch today.