Improve Agent Training & Call Center Scripts
A challenge for any contact center is to identify skill gaps so management can deliver appropriate training to improve agent call outcomes. With traditional, manual monitoring, it is very difficult to evaluate every call handled by the agents, producing less than consistent results. With a speech analytics solution, you gain a more accurate understanding of your agents strengths and training needs to help you improve call center scripts and agent training programs.Learn More About CallFinder's Speech Analytics
Agent Script Compliance & Risk Mitigation
Failure to follow a mandatory script or business process leads to issues with customer satisfaction and efficiency, and could put your business at risk if you operate in a regulated world. Disregarding a single non-compliant event on just one call with a customer can lead to expensive litigation and losing the customer’s trust. Using CallFinder to search calls for keywords and phrases from the script helps pinpoint non-compliant calls and offending agents, providing a jump on risk mitigation and the development of improved training programs to ensure one hundred percent (100%) compliance.Learn More About Risk & Compliance
Benefits of Agent Script Compliance
Prevent fines and lawsuits with automated monitoring vs. random sampling or manually listening to calls.
Save the compliance manager’s time by exposing non-compliance instances automatically.
Scripts ensure a consistent customer experience, which improves customer satisfaction and reduces churn.
Monitoring Agent Script Compliance with Scorecards
Contact centers often employ scripts to ensure a positive customer experience through a consistent approach to customer interactions. CallFinder will automatically score the agent side of a conversation for following script compliance guidelines based on key phrases that are present or absent in the conversation so supervisors know where agents are following best practices. With CallFinder's automated scorecards, your business has immediate access to valuable insights and data to help you improve scripts and ensure compliance.Learn More About Agent Scorecards
Script Compliance Case Study
Knowing which employees need further professional sales training and training on call handling procedures will help your business reduce call times, improve customer satisfaction levels, encourage repeat purchases, and increase revenues — all things that positively affect your bottom line. Learn how this business used CallFinder to quickly identify which agents were using outdated versions of the script and followed up with coaching to get them on track in this case study.Download the Case Study to Learn More
Learn How to Improve Agent Script Compliance in a 15-minute demo
To learn other ways CallFinder speech analytics software will help your business improve overall call monitoring, agent performance and training goals, please call a CallFinder Specialist at 1-800-639-1700, or schedule a 15-minute demo of our call quality monitoring solution.