The Role of Accountability

Accountability is crucial for a high-performing team. When employees take ownership of their actions, it drives decision-making, problem-solving, and initiative. This sense of responsibility is vital for productivity, overall team success and championing the customer. More often than not, if you aren’t rewarding your teams wins, or re-training where there are skill gaps, your team will very quickly start to feel undervalued. For them, completing the basics of their roles will begin to feel like success and anything above this then becomes challenging.

What is Workplace Accountability?

Workplace accountability involves employees being responsible for their actions, behaviours, and performance. It fosters commitment, improves morale, and leads to higher performance. Accountability ensures everyone knows their impact on the team and company performance, eliminating the excuse ‘it’s not my job’.

Consequences of Lack of Accountability

A lack of accountability can damage an employee’s ability to be dynamic. Not responding to customers and missed deadlines becomes acceptable, leading to low morale, unclear priorities, decreased engagement with customers, lost interest in achieving KPIs, and increased risk of leaving.

The Advantage of AI in Call Quality Monitoring and how it drives Accountability

Introducing a quality monitoring platform like AuditWise allows you to review 100% of your businesses calls, driving accountability for each and every telephone interaction. Each call is analysed by AuditWise and scored against the pre-built scorecard most relevant to the insight you have built. For instance, a sales call will be scored against your sales template and not a generic ‘one-rule-fits-all’ scorecard. For your team, AI Quality Monitoring may appear daunting. Which is what you would expect if they have lost the drive to champion your business, however once they understand that AuditWise will;

• Highlight where they truly need investment and further training, being given individual training plans, instead of sitting in ‘catch all’ training sessions
• Uncover where they are going above and beyond, delivering high performance call after call, without previously being noticed
• Provide them with clear direction of what success looks like and how they can achieve it
• Be able to give feedback within the platform – ultimately their opinion really does matter
• Include them within Leaderboards, Challenges and Rewards, giving them something tangible to work towards

Those concerns very quickly turn to re-engagement.

How AuditWise combats a Lack of Accountability

1. Insight: Managers are given clear insight into each and every employees interaction, tracking success through the user analytics
2. Sets Clear Goals: Established measurable, clear, and challenging goals are delivered through Audit templates designed by you
3. Provides Regular Feedback: Feedback is given on every interaction to employees by AIDA our Ai digital agent, so they understand how to improve.
4. Encourages Two-Way Feedback: Employees feel safe to speak up and give feedback via our Agent Hub
5. Consistency Creates Habit: Continual auditing, highlighting areas of improvements, if there are any, drive consistently high-quality customer service.

Embedding accountability in your team and leveraging AI for call quality monitoring can transform your business operations. These strategies ensure high performance, better team dynamics, and more effective communication, ultimately leading to greater success. For more insights on call quality monitoring and how AI can benefit your business, arrange a demonstration.