Analytics’ role in the customer engagement space is growing, and has been for some time. Contact center leaders now recognize that by embracing speech, interaction and other forms of analytics, they can gain an unprecedented degree of insight into their customers – as well as their agents. In turn, that information can lead to better-informed policies and strategies.
One of the most intriguing and potentially beneficial applications of analytics technologies in this area concerns new hire training. With robust analytics, contact centers can significantly improve both the speed and effectiveness of onboarding, increasing new hires’ results and ability to maintain compliance.
Ramping up new agents is among the biggest challenges that virtually every contact manager must face. The unfortunate reality is that agent retention is a serious problem throughout the customer engagement space, and while there are steps that contact centers can take to alleviate this issue – such as encouraging teamwork – there is simply no way to fully eliminate it. That means it will always be important to train new agents as quickly as possible. The more time spent onboarding, the less efficient the contact center as a whole will be.
Analytics, particularly speech analytics, can play a powerful role in this regard. With these tools, contact center leaders can identify with precision the tactics successful, seasoned professionals use to thrive in their positions, as Zoom International blog contributor Kveta Vostra highlighted. Rather than having new agents listen in on their colleagues’ conversations in the hopes that they pick up on effective tactics, analytics can clearly and unambiguously highlight strategies for recent hires to embrace.
This has a wide range of applications. For example, supervisors can use analytics to improve new hires’ performance in regard to upsells by identifying the sorts of cues that more experienced representatives pick up on naturally. Sentiment analysis will be able to guide trainees as to when to use appropriate empathy statements.
Vostra pointed out that this is beneficial not just for the company, but also for the agents themselves. After all, customer service representatives appreciate the objective feedback that analytics delivers. Rather than getting frustrated by their own poor performances or what they perceive to be unfair, subjective evaluations, new agents can look at their analytics reviews and see clearly where they thrived and where they need to improve. The faster new hires are able to learn, the more satisfied they will be with their positions.
Just as significantly, contact center leaders can use analytics to deliver more effective compliance training to their recently hired agents.
For example, a contact center can incorporate practice calling in its new-hire training, and then run analytics on the resulting conversations. The contact center manager can then evaluate the results to see if the agent violated any compliance rules by disclosing inappropriate information, failing to provide necessary disclaimers and so on. With speech analytics, there’s no need for a supervisor to listen in on every one of these practice conversations to personally monitor the agent’s compliance efforts – the analytics solution will deliver the results automatically. Again, this speeds up the training process, while also increasing accuracy and effectiveness.
Ultimately, the benefits of analytics for agent training can be boiled down to the notion that new representatives can gain a great deal of guidance, experience and expertise prior to their first customer calls while requiring less time and attention from their supervisors.
How is your contact center leveraging analytics for agent training?