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Are your Agents Really Listening to your Customers? - Numonix - ContactCenterWorld.com Blog

Are your Agents Really Listening to your Customers?

Are your contact center agents really listening to your customers or are they simply hearing them? It’s one thing to just hear them. It’s quite another, however, to really listen to what callers are saying and engage with them providing useful and appropriate information. When performed optimally, your contact center’s first call resolution rate will increase, reducing the number of calls your agents must handle moving forward.

Live Monitoring for Immediate Improvement

Live monitoring enables supervisors to determine the level of agent engagement. They can also live-coach agents as interactions occur, giving them the option to intercept calls and resolve issues as they happen. Live monitoring also allows supervisors to assess agents on their listening and engagement skills.

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Customers often have unique requirements or questions that can be addressed with customized answers in real time. Your agents need to be well trained to handle unique scenarios or problems that may come up during a customer interaction. The 80/20 rule can certainly apply here; however, your agents should closely listen to what your customers are asking and provide thoughtful responses rather than replying with obviously canned responses.

If your supervisors or team leaders do not have time to listen to live calls, another option is to randomly record select interactions (using quality management software) for assessment. This can be done per agent on a scheduled basis, such as per month/week using quality monitoring scorecards to evaluate them. Assessment criteria may vary among teams.

Here are some common questions to use on your scorecards:

  1. Did the agent ask, “How can I help you?”
  2. Did the agent repeat or reword the caller’s question to demonstrate a solid understanding?
  3. Did the agent demonstrate compassion for the caller’s issue?
  4. Was the caller’s issue resolved fully?

Scorecards to Improve Overall Quality

Agent evaluation scorecard templates can lay the foundation for assessing listening and engagement skills, and your evaluators can tailor the questions as required. Customized scoring with assigned weighted scores enables supervisors to highlight specific skills or weaknesses. Quality scorecards provide valuable insights into agent performance and reveal skill gaps and training needs. Your supervisors can then coach them and provide the necessary training to boost your agents’ skills, such as listening.

Interaction Playback to Increase Coaching Effectiveness

Synchronized, single-screen playback of the call, agent desktop recording and/or chat provides an accurate representation of the interaction for evaluation purposes. Specific sections of an interaction can be highlighted upon playback to demonstrate proper/improper listening, engagement or reactions. Supervisor notes can be added at any point on the call recording timeline (or spanning a period) to address a particular issue and provide coaching.

These are just some of the many ways in which call recording and quality management software can be utilized to assess and improve agent listening and engagement skills. In time, your agents will indeed be listening to and actively engaging with your customers.

Download our ebook: Selecting the Right Skype for Business Recording Solution

Source: https://numonixrecording.com/blog/are-your-agents-really-listening-to-your-customers/

Publish Date: August 26, 2019 5:00 AM


2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



View more from Numonix

Recent Blog Posts:
Numonix Among First to Release a Fully Managed Cloud Compliance Recording Service for Microsoft TeamsJune 9, 2020 5:00 AM
IXCloud Helps you Comply with MiFID IIMay 28, 2020 5:00 AM
Don’t Let Data Privacy and Compliance Lapse During COVID-19April 22, 2020 5:00 AM
Why you Must Start Recording Your At-Home Business InteractionsApril 13, 2020 5:00 AM
Hidden Costs of NOT Recording Customer CallsFebruary 17, 2020 5:00 AM
How Long Should You Keep that Call Recording?December 3, 2019 5:00 AM
Contact Center 2020: Asset or Liability?October 11, 2019 5:00 AM
Are your Agents Really Listening to your Customers?August 26, 2019 5:00 AM
Recording Calls at Universities: What you Need to KnowJuly 2, 2019 5:00 AM
Call Recording for Legal Firms: What you Need to KnowJune 14, 2019 5:00 AM

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