Correlation between ACT and conversation quality

AAA Vision Partners investigated about 400 conversations and determined the quality of the call based on strict criteria. The employees that evaluated the call, had the same training as the agents and therefore they were able to point out hard skill errors (simply, giving the wrong answer). We then took a look at the length of the call. It proved that investing in training and increasing the quality of your conversations is rewarded with shorter, more efficient conversations:

correlation ACT and Conversation Quality

Interesting: we also found that there is a correlation between agents and the quality of the conversation. Based on this graph, this gives you some ammunition to state that it would be fair to pay good agents twice as much as not so good agents. It is probable that the best agents not only has a far higher First Time Right score, but also has much shorter calls than average agents.


AAA VATPartners 2017