Your call center agents work daily to help customers with sales or service problems, and they often have to do their best in difficult customer service situations. Like most companies, you probably record their calls for quality assurance as they work.
Depending on your procedures, most agents do not learn about their performance until after the recorded call. By that time, the agent might have sorted out their method of improving their performance, or they might have committed several subsequent blunders mirroring the same performance issue.
There’s a better way to give your employees real-time feedback on their work and authentic-time coaching can help.
Give Feedback in the Moment with Alerts
Real-time coaching software records calls with added features that direct your attention to your team’s most pressing QA issues. You can set the software to alert you to common positive and negative performance factors like wins, resolved cases, compliance issues, and profanity.
The software will show you a transcript of what led to the alert. You can then enter the call live with one click and provide instantaneous coaching or feedback through the messenger platform. You can also send back up or elevate calls at risk.
Improve Customer Service Agent Morale
Studies show that feedback makes employees feel valued and contributes to their personal growth when done in the right way, with favorable criticism and coaching. Real-time coaching provides a platform for this positive experience that will keep your employees feeling seen and motivated. In this way, the software can also help prevent employee turnover.
New agents often need more feedback after training to win a sale or understand how to address every customer service issue. Instant feedback will help these employees to excel quickly with less frustration from trial and error.
Use Analytics Features to Track Your Team
The software also includes analytics that will help you track agents and managers. You can track which software managers use by responding to alerts to help their teams. You can also follow agents and view which received the highest positive and negative performance alerts.
Integrate the Software with Your Phone System and Keep Data Safe
Real-time coaching software integrates with over 40 cloud-based softphone systems, and the software will encrypt all calls and messenger conversations, making your quality assurance even more secure. It will also automatically delete personally identifiable information like credit card numbers and phone numbers from the recorded call, eliminating the risk of a customer data breach.
Get Real-Time Coaching Software and Improve Revenue
Whether your call center deals in sales, customer service, or tech support, you are the face of the company to the person on the phone. You want to recruit sales and retain customers through satisfying interaction, and this software can help you do that.
Real-time feedback can mold everyone on your team into a group of customer service experts that consistently provide a quality customer service experience and contribute to your company’s revenue and reputation.