Call recordings or voice recordings can surely play a crucial role in coaching and training call center agents. It can drastically improve their performance and levels of customer service, thus augmenting overall efficiency and profitability of the contact center.
Here are 6 ways call center managers can use call recordings to coach the agents better, and support their feedbacks with solid evidence-
Refine Agent Skill
A call center manager or supervisor should assess the call recordings to improve agent skills. By listening to the recordings, they can come to know about how the agent
- greeted the customer
- evaluated the customer’s needs and interacted with him
- addressed the customer complaints
- performed when it comes to listening to the caller, phone etiquettes or customer relationship management
Improving their skills by providing concrete examples from the call recordings is the best way to make the agent understand his strengths and weaknesses, thereby leading to effective coaching sessions.
Identify Areas of Improvement
With the use of call recordings, one can identify if an agent
- have sufficient product knowledge
- have proper communication skills
- is adhering to the rules and regulations
- is taking longer to close calls
- is able to use the call center software and other tools effectively
By closely following these things, the required corrective measures can be taken to improve the overall performance of the agents as well as the contact center.
Enhance Customer Satisfaction
Keep a note of the sentences or phrases used by the customer that may indicate their level of satisfaction or dissatisfaction with the agent or your product or service. If the customer comments anything about the agent with whom he/she is having the interaction, then it can be used as an evidence to support a supervisor’s feedback, be it positive or negative. This will have more impact on the agents and help them in enhancing the levels of services, hence increasing customer satisfaction.
Review Good and Bad Calls, both
An agent who is not performing up to the mark can be made to listen to an excellent agent-customer interaction call sample. This will make him/her understand how to handle different types of call and deal with customers with different temperaments. They should also listen to the first call resolution recordings so as to solve the customers problem at one go, thus saving time and improving customer satisfaction.
They should be also be showcased with an unsuccessful call. And then, the coach should ask the agent what went wrong during the interaction and how it could have been handled better.
Develop Customized Individual Training Plans
Personalized training and development will lead to better coaching of the agents. As different agents have different strengths and weaknesses, a common training program for all might not work here. Design a targeted training plan for each agent depending on his/her required areas of improvements whether that is product knowledge, communication skills, courtesy, patience or ability to use the communication software.
This will not just improve their quality of service, but a personalized attention like this will lead to reduction in agent attrition rate as well.
Listening to their own conversations with the customers will allow the agents to review their own performances and learn from the mistakes. They will recognize the areas where they need to work on, or focus more and can make corrections needed for improvement.