Perspective Contact Centre Agent Monitoring & Coaching
|
|
|
|
Live Monitoring, Coaching & Support for Contact Centre Agents
Perspective is a software package designed to help trainers and supervisors to improve call handling and customer service through Live support, monitoring and coaching of agents.
Perspective gives Trainers powerful tools to manage and support agents during the induction phase. These include:
 |
Broadcast - Allows trainers to send the training directly to the agents screen and deliver the training via headsets, this gets agents used to the environment they will soon be working in. |
|
Blank Screen - Makes sure trainers get the agents full attention by blanking agent's screens to ensure they listen! |
|
Lock - Allows trainers to easily lock keyboards and mice to stop agents fiddling whilst trainers are trying to train. |
|
Group Train - Trainers can take a 'real' call and enable all agents to see their screen and hear the call - this is an invaluable training tool and even records a video of the entire process. Subsequently each agent can take a call, other trainees can listen as a group, the trainer can help if required and then after the call the group can discuss and replay the whole experience. |
Perspective gives Supervisors the above tools but enables training and assistance to take place outside of the training room, no more hands in the air or running around the call centre trying to assist agents, supervisors perform all these tasks from their own desktop!
|
Desktop and Audio Monitoring - Supervisors can view agents screens and at the same time discreetly listen in to agent's conversations. |
|
Whisper Coaching - Supervisors can provide verbal advice and whisper instructions to agents without the caller being able to hear them. |
|
Take Over - Supervisors can intervene and take over an agents desktop, they can control the screen whilst the agent keeps control of the call, your customer will never know but your agent is getting invaluable 'real-time' training! |
|
Broadcast - Supervisors can send announcements or training information simultaneously to any chosen group of agents, no need to take your team off line, perform training to select groups or individuals whilst they are sat at their desktop, if you get a sudden increase in calls simply get them to take the calls and resume training straight away. |
One of the major factors in agent churn is the agent feeling out of his/her depth and getting no support. Some people don't like asking questions if all their colleagues can see, but with Perspective agents can discreetly ask for help with a click of a mouse, receive training and feel supported even if they are struggling.
 |
Perspective can deliver measurable improvements in call handling and outcome values and the benefits include:
|
Increase transaction values as Supervisors can help newly trained agents in closing deals. |
|
Maximise customer retention by ensuring first call resolution and a high quality of service. |
|
Improve relationships between Supervisors and agents by creating an atmosphere of assistance and team cooperation. |
|
Reduces agents' stress levels and improve their confidence so that agent attrition is minimised. |
|
Reduce the time and cost of training new agents by providing them with live support on real calls from the outset. |
|
Make supervisors more efficient and productive by enabling them to monitor, assist and train agents more effectively. |
|
An example scenario of the use of Perspective:
Agent takes A New Call
Agent answers call and attempts to deal with issues raised by the caller.
Agent needs Assistance
Agent has difficulty handling the call and presses call button to alert their supervisor that they need help.
Supervisor Monitors
Supervisor instantly monitors the situation by listening to agent's telephone conversation and viewing agent's computer screen in real time.
Supervisor Coaches
Supervisor provides coaching for the agent by whispering suggestions and advice that only the agent can hear
Supervisor Supports
Supervisor takes remote control of agent's computer and supports by helping agent to navigate to the information that the caller requires.
Supervisor Intervenes
If necessary the supervisor can intervene, speaking directly with the caller and resolving the caller's request, while the agent remains on the line to learn from the incident
Caller gets excellent service
The caller is never left on hold and receives excellent Service as issues are resolved quickly and efficiently
Agent improves
As the agent is involved in the call from start to finish, each successful call outcome boosts the agent's knowledge, confidence and performance providing continuous agent development and improvement |
 Traditional training methods such as call recording and call evaluation are still an invaluable tool in understanding your business and training needs but this is all carried out after the event. What happens if you review your agents calls once per month, how many times has that particular agent made the same mistake or had the same problem? Do they feel that cannot cope and leave?
Studies have proven that this technology can dramatically decrease agent churn and improve agent performance, imagine if your new team of agents suddenly started to outperform your established 'top performing' agents, what impact could this have on your business, well that's exactly what happened during a recent test in a multi national call centre, but don't take our word for it, arrange for a 30 day trial of Perspective and see what impact it has on your business.
|
