Contact centers are a bustling environment of sales, customer service and hotlines. The are filled with software, computers, technology, hardware, and phone systems. Each day supervisors manage agents to ensure policy and procedure adherence and maintain service levels. Here are five tools all contact centers should be using:
Quality monitoring in a contact center requires strategic planning and execution. There are different methods to ensuring your agents are following proper policies and procedures. A contact center that is using full automation for call recording and performance evaluation allows supervisors to be able to coach, grade and provide effective feedback. In turn, employees stick and the business grows due loyal customers. Let's take a look at the different levels of quality monitoring:
Quality Monitoring is key to creating a better customer and agent experience. Once a call has been recorded, what a business does with the call to improve systems and processes within a call center is important for better customer and agent retention. Customers are looking for consistent service and performance when they reach out to an organization. Agents are looking for timely feedback from their supervisors or managers to ensure they are following company guidelines. Simply recording a call isn't enough! Organizations can utilize an evaluation process to drive business goals. Here are five steps for creating a healthy quality monitoring ecosystem.
What do you think the biggest problem in a contact center is? Employee retention and attrition. Employee turnover plagues a contact center's bottom line. Customer service employees are expensive to train, coach and develop. They also handle a company's most valuable asset - customers. Agent retention is dependent on the ability to receive effective training and coaching. Being able to record and report on calls with timely feedback provides agents with the ability to give customer's better service. When an employee feels confident about their job, they perform higher and want to work harder. Customer calls are answered faster, given better service and the employee feels like they did a good job. When an employee is able to review feedback quickly, they can make immediate adjusts and it allows them to receive positive reinforcement on what they did right. Here are three ways call recording and reporting affect agent retention:
- Take a recorded call and turn into a training opportunity - Recording calls allow an organization to ensure policy and procedure adherence. The call can be quickly reviewed and then a grading form can be utilized to show an agent how they did or did not follow procedures. Timely feedback turns into the opportunity for a supervisor to recognize where learning gaps exist. Once a gap has been identified the manager can provide follow up training and coaching.
- Create value for an agent through call recording - Whether you are trying to identify trends in speech or simply giving an agent positive feedback, call recording allows managers to create better value for their agents. A manager or agent can easily locate, listen and grade a call with the click of a button.
- Give employees tools that are easy to use to provide a better environment - Happy employees are productive employees. When a user can easily nagivate through a software program and locate the information they need, it provides the business with better results. The employee is efficient and effective through the use of their tools which creates better customer relationships and keeps employee retention high.
Many sofware programs record calls, but many do not have easy to use tools or simple searching and grading capabiliites. Co-nexus provides solutions that are streamlined in implementation and have excellent user adoption. Reach out to us today for more information on how to increase your employee retention and decrease turnover in your contact center.
The customers for a financial institution are getting more and more demanding. When they need help they may contact you in many different ways. They may call you on the telephone, send an email, do a web chat, or even leave a voice mail message. So how do you take on the plethora of options while at the same time maximizing your employees and being sure your technology is secure. Banks have a need for both advanced communications. They are a highly-regulated industry requiring a way to connect internally and externally. They usually have multiple locations and need resiliency to communicate with their clients. Also, a bank needs to be able to control how their employees follow regulations and policies. All the while, they need to be able to minimize administration costs for changes in moving, leasing or adding new locations. Here are three ways Co-nexus helps banks: