Nexidia

Using Voice Recordings to Coach Call Centre Staff

Call Centre Helper
Nov. 24, 2009

http://www.callcentrehelper.com/using-voice-recordings-to-coach-call-centre-staff-2-7280.htm

Today there is a wealth of information on customer/agent interactions stored within contact centre systems. The challenge is being able to access it, turn it into valuable business intelligence and use it as a source for targeted training and employee development. Whilst sampling techniques can give us an idea of what is happening, speech analytics can access 100% of calls and provide a true picture of what is happen on the shop floor.

Highlighting the Good Calls

Call driver analysis reports can highlight where there are issues and also where processes are proving successful. Some advisors may be excellent in some areas but need help in others. With speech analytics good practices can be shared by drilling down directly to the relevant point in the call(s) and listening for the key points that made the call successful.

Pinpointing Areas for Improvement

By analysing 100% of calls an accurate picture of, for example, average handle time for particular types of calls, or the amount of non-speech time by advisor... can be clarified. Which on further drill down may elucidate gaps in product knowledge or areas of poor call control. Issues in broken processes or non-standard procedures across an organisation can push the numbers up but unless you know the root cause, effective corrective measures can't be put in place.

Targeted Training and Development - Individual Training Plans

If the problem is in simple product knowledge or ineffective procedures then theme-based coaching will do the trick. However, ‘vanilla' training doesn't fit all. Targeted training against specific issues saves time and money and utilises resource staff far more intelligently. Individual training plans can be developed against a person's strengths and weaknesses.

In today's market, productivity improvements is what drives businesses and getting ‘more for less' from their contact centre systems and staff. Companies that have access to the wealth of information stored in their call recording system are able to build personalised training and development plans, make their staff feel valued members of a team, improve agent performance and reduce attrition.

Jonathan Wax, Vice President EMEA, Nexidia

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