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Human Error - Not Training - is #1 Cause of Contact Center Agent Mistakes, New Balto Survey Reveals #contactcenterworld There are approximately 39,000 contact centers and 3.5 million contact center agents in the U.S. who are often on the front lines of generating revenue and delivering a high-quality customer experience for their companies. The global pandemic caused a dramatic shift, as a majority of these agents were forced out of contact centers, where they were surrounded by supportive peers and managers, to work independently at home. Even though call centers leverage post-call analytics to help agents improve their performance, these tools are not useful while agents are on a call because they don't provide visibility into what is not working until the call is over. "Balto's survey confirms what we've all known intuitively for years: In the heat of the moment, sales and service agents often forget the right things to say, and it costs contact centers an immense amount of money. Agents that use real-time guidance perform better because they're always acting on their training and avoiding preventable mistakes that ruin phone calls," said Marc Bernstein, Balto's CEO and founder. "Scaling out excellent performance to the masses is the biggest revenue opportunity contact centers have had for over a decade, and real-time guidance uniquely tackles this issue." The survey revealed: - 66% of agents reported that the primary reason they make mistakes on a call is human error, including forgetfulness, nerves and boredom. Almost one-quarter of agents said they forgot the right things to say. Overcoming Agent Forgetfulness with Real-Time Guidance Feedback collected in the survey underscores the importance of providing agents with the guidance they need during a call, rather than afterwards. As call centers continue to invest in training and technology, they must consider which tools will be most effective in solving this problem. #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Friday, January 15, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |