Call center coaching is a vital part of building strong customer service and sales relationships that help a business grow. When clients are satisfied with their call center experience, they become more likely to recommend your product or service to friends and family, even if they were calling the center to report an issue.
In order to help your agents learn the best possible techniques to make a sale or deescalate a situation, you need to know what is happening during the calls. Call center quality assurance software utilizes artificial intelligence algorithms to seek out calls that deserve your attention in real time. Your managers will be able to listen in to the calls while the software collects key metrics on the performance of the whole team.
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Real Time Coaching to Guide Agents Through Trouble Spots
Since your managers cannot listen to all calls at all times, call center quality assurance software can identify the calls where something might be going wrong, including an agitated customer or inability to move to the next part of the call. The software will flag the calls and allow managers to enter the call at the right time to send the agent messages with tips on how to turn the call around.
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Ensure Compliance and Use of Set Phrases
Call center quality assurance software can automatically detect whether the agent has used compliant language at key moments in the discussion and can alert you to any potential failure to stick to the script. This feature can save your business from liability issues and inconsistency in customer understanding of the terms and conditions.
Call Center Quality Assurance to Refine Techniques
For the top achievers on your team, call center quality assurance software can pick out wins automatically and notify you of top performers. The software is also able to display phrases that can help facilitate the conversation on the agent’s screen in real time. You can pilot different phrases at the same point in the interaction to see which works best.
Reduce Onboarding Time for New Agents
Since all these features occur in real time and the right calls get your attention, you drastically reduce the amount of onboarding time for your agents and give them the tools and confidence to perform well from day one. The software will flag any struggling agents immediately, so they get the support they need. At the same time, if a newer agent is on the ball, you won’t need to listen to as many of their calls just to monitor their performance.
Call Center Quality Assurance Software Standardizes Your Customer Service Experience
Call center quality assurance software brings you closer to a standardized and superior customer service experience for your clients. You’ll be able to coach any agents having issues and listen to the calls of top achievers to see what works. In this way, you can impart the best knowledge and techniques to the whole team consistently. These features will give your company the edge over the competition as you more quickly onboard for better employee and customer satisfaction.