Improving Agent Performance

Being a call center agent can be extremely difficult. Juggling scripts, tasks, and company policies while listening to the customer at the same time can be stressful. Call monitoring can cause further stress for agents who may lose confidence as they worry about accuracy and their job security. Employee turnover, customer churn, and loss of sales can all result from a lack of quality monitoring.

Call monitoring can be used as an ongoing training tool that will improve agent performance, reduce stress, and boost confidence. Many agents are intimidated by call monitoring systems. They may feel they are not being trusted to execute their job correctly. As part of the training process, agents should know why call monitoring is critical to the company. However, they must also understand the logic behind implementing a call monitoring solution.

If your agents understand how script compliance reduces the risk of lawsuits and fines, for instance, they are more likely to meet all company requirements. Allowing agents to listen to calls and compare the results of compliant and non-compliant calls gives them the opportunity to correct their own mistakes. Additionally, it helps establish clear goals to stay within the company’s procedures and policies. In this way, you empower your agents to improve their customer service skills with 100% compliance.

Agents also like to be rewarded. Rewarding your agents in some way instills faith in themselves and increases company loyalty. It provides benefits to the company as well.

Here are just a few of the results you’ll see:

CallFinder is an innovative speech analytics solution companies use to train agents, increase efficiency, and ensure script compliance. Contact us to learn how we can help you improve agent performance.