Identifying a contact center in the global industry that doesn’t focus on performance would be nothing short of an arduous task. While these customer service divisions are important to the corporation overall, they are also costly. To get the most bang for the buck, company leaders tend to focus on performance to ensure the most value is extracted from every customer interaction. To reach the highest levels, they often turn to workforce management solutions.
A robust workforce management strategy includes call center training and quality assurance, according to a Monet Software blog. The company highlighted that the most important goals often defined by the contact center in quality assurance efforts include improved agent performance, increased customer satisfaction, enhanced efficiencies with the use of collected data and a boost in productivity.
When looking to build out quality training for contact center agents, the list is likely to be very similar. The problem for the typical contact center is that their training teams and quality assurance teams rarely talk to each other. Instead, they exist in silos, often trying to accomplish the same things, using different methods and needlessly draining resources. Even the simple implementation of a weekly meeting would help the two to align goals and create plans to achieve success.
Monet Software provides the perfect example of how the two teams can work together with the use of call recording. For the contact center that needs to reduce protracted calls, call recording can provide an example of those calls. The tool is often used in quality assurance and this team can study the calls to find out how they can be concluded more efficiently while still satisfying the customer.
The agent is relied on at that point to execute on the new strategy. Therefore, the training team needs to draw from the results of the quality assurance process to coach agents on how to move forward with success.
Likewise, the training team may learn in feedback from the agent base that certain elements of the interaction process are not moving along as smooth as they should be. Maybe they are getting cues from the customer or perhaps transitioning the conversation hits a bump in the road. If the training team can share that with the quality assurance team before they need to identify it on their own, the problem could be resolved before another call is made.
By deploying successful strategies and tools like workforce management to help promote the effective performance of the center, agents tend to be more satisfied and can deliver a better experience for the customer. If quality assurance and training teams are also working together on a consistent basis, the outcomes can only be positive.