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News : Human Error - Not Training - is #1 Cause of Contact Center Agent Mistakes, New Balto Survey Reveals

#contactcenterworld, @baltosoftware

St. Louis, MO, USA, Jan. 14, 2021 - Balto, a provider in real-time guidance for contact centers powered by AI, released results of a survey - "Why Agents Fail: A Contact Center Survey for Understanding Mistakes During Calls" - that explores reasons for contact center agent mistakes and what resources would help them be more effective in their jobs. Human error - not lack of training - is the most common reason, according to more than 1,000 agents polled by Centiment in the largest survey of its kind.

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.

- 83% of agents said that company-provided training is their most helpful training tool.

- Agents were 2x more likely to attribute their mistakes to forgetting (24%) than lack of training (12%).

- Agents at larger companies (1,000+) forget the right response 8% more than those at smaller companies.

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, @baltosoftware

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Balto Software Inc:
Company LogoBalto understands phone conversations and tells reps what to say, live on each call.
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Today's Tip of the Day - What Does Your Business Need?

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Published: Friday, January 15, 2021

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2022 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

4.) 
Synthetix

Chat
Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies.

When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI.

With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.
 

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