We all know how important it is to monitor agent’s calls within the contact centre; but it’s vital that this process is always carried out correctly. At RSVP, we believe in the importance of always providing agents with feedback – whether you listen to a positive or negative call.
So, we’ve put together a few top tips on how to make sure you’re making the most out of monitoring calls!
1. Provide Feedback
We already know how important it is to provide agents with quality feedback – don’t worry, we’re not going to bore you with information you already know! – but when giving feedback, staff will most likely feel under pressure, especially if you have listened to a negative call:
The best way to overcome this is not to tell them off, but to talk to them. Remind them you’re on their side and you want them to succeed. A good starting point is to get them to listen to the call, and then ask them their overall opinion – see if they recognise whether they said all necessary statements during the call; if they were actively listening to the customer; not rushing etc… if they are able to pick up on their own mistakes, this proves they already know what they’re doing wrong and need encouragement rather than one-to-one coaching. Underperforming agents don’t just reflect negatively on the company from a customer service perspective, but this can cause a wider impact as well. Discuss with them, for example, how much mistakes can cost the company.
After the problem has been recognised by the agent, you can then go about providing positive feedback. It’s encouraging to highlight things they do well whilst also discussing how they can improve aspects of calls they don’t handle so well. Whatever the fault is, make it seem simple to correct, advise them that they can fix the problem by simply changing how they do this…
Feedback also needs to be given regularly. At RSVP, we have trained staff that monitor calls daily, whilst also providing the agents with necessary feedback as soon as they’ve listened to the call. Generally if problems are picked up on quickly, they can be resolved just as fast, ensuring customer service is kept to an excellent standard.
2. Ensure Team Leaders are Constantly Coaching
Your team of agents should always be kept up to speed with training – whether they’ve been with the company for years or weeks. It’s always helpful to hold regular ‘refresher’ training sessions to ensure the whole team are on the same page, whilst providing the opportunity for staff to raise any concerns they may have.
It’s also a good idea to hold mini ‘peer to peer’ sessions where agents can learn from each other.
Ideally, team leaders should be spending most of their time managing their team – monitoring calls, coaching agents and running incentives to motivate the team etc.
At RSVP, we believe that by monitoring calls, holding regular training sessions and always supporting your team, your agents will naturally improve their overall performance and therefore your business will grow.
Publish Date: September 13, 2017 5:00 AM
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
|2.)||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.
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
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