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Improve compliance and performance

Customer Service in a Hybrid World

Martin Bacon, Cloud Consultant at Chess, discusses the importance of Compliance and Performance in a Hybrid working world. As well as, how working within regulations and providing peace of mind to customers is critical. He covers:
The importance of compliance and performance

Working within regulations and providing peace of mind to customers is a critical must have for all businesses. Many organisations pride themselves on their quality marks, especially in relation to ISO standards and GDPR. Being able to comply and adapt to these requirements should always be at the forefront when implementing technical solutions. 

Many customers we speak to have a significant focus on Key Performance Indicators (KPIs) to ensure their people are working to set guidelines. With the new way of Hybrid working, it has become more important than ever to report on these measures. As the saying goes, “If you can’t measure it, you can’t manage it”. 

The business impact of non-compliance   

Compliance should always be taken seriously; mitigating risks and minimising non-conformity with the relevant policies that apply to your business are necessary. Lack of compliance can result in lost business and, in the worst case, litigation and fines.  

Having the ability to monitor and measure performance is critical to maintaining high standards and growth. In addition, reporting and analysing trends around how Agents deliver, can provide valuable insights for target monitoring and business improvement.  


​Improving the Inbound Customer Journey

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Tools to measure and manage performance:    

There are many ways in which can we improve compliance and KPI measurements with Cloud Voice Contact Centre:  

Call Recording -   

Empower your callers with the ability to opt-in or opt-out of a recorded call and choose if you want to record just the agent side of the conversation. You can also configure the system to record a certain percentage of calls if needed to save storage space. Within the Cloud Voice Contact Agent portal, stop/start buttons for recording are available too, should this be required during a call. 

Agent Scripts –   

Scripts can be implemented and shown visually within the Agent Portal as a checklist, and common questions to ask with answers if required. It’s completely configurable to your needs to ensure your agents have the proper process to follow when needed.  

KPI Measures –   

On a queue by queue basis, set KPIs for items such as time to answer, call duration, and call quantities. Each Agent also has their own dashboard indicating all their KPI statistics to keep them focused and up to date with their performance.  

KPI Alerts –   

Get alerted via the system dashboards along with in-app notifications and email warnings for items such as Minimum Agents Available, Queue Capacities, and more - all with customised threshold alerts based on % requirements.  

Cloud Voice Contact

Cloud Voice Contact is an integrated business communication and customer contact solution that simplifies multi channel customer interaction, perfect for organisations who want to make it easier for customers to engage with them.

Cloud Voice Contact
Simplifying customer engagement

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