Contact Center

Minimize Human Dependency And Boost 3X Agent Efficiency With Automated Coaching

Rimlee Patgiri
March 17, 2023
9
 mins read

Last modified on

Let’s do some correlation. But first, let’s set up the context. 

Convin is a conversation intelligence software that records, transcribes, and generates business-centric insights for contact centers. It can be easily integrated into your tech stack, including CRM, team messaging, video-conferencing, calendar, and dialer. 

These insights that directly imply the agent performance and call center management progress are reflected in the form of AI-Scores.

Now let’s move on to the correlation. Ready? 

We generated a visual report of how one of our clients saw an uptick in the AI scores post-coaching completion, and the results were a “no-brainer.”

We were astounded to see one of our clients reflect a drastic uptick in their AI score post-coaching by Convin as we visioned it to be (of course), but even better!

Convin Client Report Of Progress In Ai Score W.R.T Automated Call Center Coaching
Convin Client Report Of Progress In Ai Score W.R.T Automated Call Center Coaching

It’s good to have your customers get what they expect. Let me guess the possibility of a follow-up question.

How did Convin make it happen?

Well, it is what this blog is about.

What Are Peer-To-Peer And Automated Coaching?

Let’s understand what is coaching in a call center by focusing on its two types - 

  1. Peer-To-Peer Coaching 
  2. Automated Coaching One By One. 

Automated Coaching

Automated coaching in call centers involves using call center coaching tools backed with technology. This can be done through various tools, such as speech analytics and chatbots, monitoring calls, providing intuitive feedback, and suggesting improvements. 

With automated coaching, you can help agents identify areas where they need to improve, learn from their mistakes, and receive personalized feedback on their performance. It can also help reduce the supervisors' workload and enable them to focus on more strategic tasks. 

Automated coaching is increasingly becoming popular in call centers as it provides a cost-effective way to improve performance and enhance customer satisfaction.

Peer-To-Peer Coaching

Peer-to-peer coaching in call centers is a process where experienced agents are trained to help their peers improve their performance. 

In this approach, experienced agents work with new or underperforming agents to help them develop their skills, improve their call handling, and increase customer satisfaction. Peer-to-peer coaching can be done through various methods, such as side-by-side coaching, call monitoring, and feedback sessions. 

It can help agents to learn from their colleagues, gain new perspectives, and develop their skills in a supportive environment.

Now take a breath.

Imagine how the results can turn out if we combine peer-to-peer and automated coaching. That’s where Convin enters. 

Want A Tour Around Convin’s Automated Call Center Coaching Platform? Here You Go!

Creating 3X More Efficient Process Using Convin’s Call Center Coaching Software

How do you coach someone in a call center? Traditionally?

Convin has combined peer-to-peer and automated coaching to roll out a mind-blowing solution. Call centers take around 4-8 months to be trained, which takes time and effort. 

A report by Nice found that the contact center attrition rate in 2021 was 42%, almost 50% of the workforce in a year!

Paying attention to this challenge, Convin aims to reduce the ramp-up time of agents by up to 60% and make it cost-effective while not compromising agent performance. Convin’s modern automation engine also provides daily call center coaching analytics, reports, daily feedback, and a personalized dashboard, allowing you to closely monitor your agents’ progress. 

1. The Coaching Dashboard

Convin’s automated coaching dashboard displays coaching progress
Convin Automated Coaching Dashboard

The coaching dashboard is where all the progress, insights, and monitoring happen. It is the powerhouse of the coaching feature. 

2. Learning Management System (LMS)

The learning management system, a.k.a. the library, consists of two sections. The Resources Section and the Assessment Section

The resources section lets you store any information, modules, snippets, and updated resources for your team to view. It is a common place to share information, skill, and upskill your team.

Resources Section Allows You To Store Information While Providing Call Center Agent Coaching
Resources Section Allows You To Store Information While Providing Call Center Agent Coaching

The assessment section, on the other hand, is a quick and handy facility to create tests for your agent to check on their progress.

Assessment Section Helps You Create Tests To Check Agent Performance
Assessment Section Helps You Create Tests To Check Agent Performance

How To Create An Automated Coaching Session Using Convin?

Here’s a sneak peek into how you can create an automated coaching session in seconds. 

Step 1: Go to the Convin coaching dashboard and click “Create.”

Step 2: Choose an assessment to assign, including modules or snippets from best-performing agents. 

Step 3: Choose the team to whom you want to assign the coaching.

Step 4: Assign the representatives to coach and assign a due date. 

Step 5: Sit back and relax as Convin takes care of the rest, from displaying insights, and progress, to sending reports and intuitive feedback.  

That’s a wrap for now!

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Recommended Reading:

  1. Call Center Compliance: Reduce Rampant Mis-selling Episodes With Convin
  2. Hack Into Cost-Effectiveness Through Convin’s Call Center Process Automation
  3. Revolutionize Quality Assurance in Call Center with Convin: Unlock 5X Efficiency and Customer Satisfaction!

Frequently Asked Questions

1. What Resources Do You Need For Call Center Coaching?

Call center coaching can be a crucial aspect of improving the performance and effectiveness of call center agents. Here are some resources that may be helpful for call center coaching:

  • Call recordings: Call recordings are an essential resource for call center coaching. They allow coaches to analyze agents' interactions with customers and identify areas for improvement. It is essential to have access to recordings that cover a variety of scenarios, including both successful and unsuccessful interactions.
  • Performance metrics: Access to performance metrics such as call volume, call duration, hold times, and customer satisfaction scores can help coaches identify areas where agents are struggling and where they excel.
  • Training materials: Coaches may need access to training materials such as scripts, FAQs, product information, and training manuals to help agents develop their knowledge and skills.
  • Coaching templates and tools: Coaching templates and tools can help coaches structure coaching sessions effectively. This may include coaching forms, feedback templates, and performance improvement plans.
  • Technology and Automation: Technology tools such as call center software, customer relationship management (CRM) systems, and workforce management software can help coaches track performance metrics and provide intuitive feedback to agents.
  • Peer-to-Peer Coaching Support: Peer support can be an essential resource for call center coaching. Coaches may want to consider implementing peer-to-peer coaching programs or creating opportunities for agents to share best practices and provide feedback to one another.
  • Time: Coaches must have enough time to conduct coaching sessions effectively. Setting aside dedicated coaching time for each agent and avoiding scheduling coaching sessions during peak call times is important.

2. What Are Some Call Center Coaching Feedback Examples?

Providing effective feedback is a critical component of call center coaching. Here are some examples of call center coaching feedback:

1. Positive feedback

It is essential to motivate agents and recognize their achievements. Positive feedback includes:

  • "Your tone was professional, and you provided all the necessary information to the customer. Good job in handling that call!"
  • "Your customer satisfaction scores have been consistently high. Keep up the good work!"
  • "Your efforts to de-escalate difficult situations are showing significant results. I can see that you've been working hard to develop your skills."

2. Constructive feedback

It is designed to help agents identify areas for improvement and develop their skills. Examples of constructive feedback include:

  • "Your call handling time is longer than average. Let's work on streamlining your process to improve efficiency."
  • "You tend to interrupt customers while they're speaking. Let's focus on active listening skills to improve communication."
  • Let's work on using simpler language to improve understanding as technical jargon can confuse some people."

3. Actionable feedback

This provides agents with specific steps they can take to improve their performance. Examples of actionable feedback include:

  • "Annoyed customers can be handled better with a more empathetic tone. This will help to de-escalate the situation and build rapport."
  • "Let's focus on improving your product knowledge. Spend some time reviewing the training materials and asking questions to increase your understanding."
  • "Why don’t you work on improving your call opening script? For e.g., you can make it more engaging and personalized for the customer."

3. What Is Call Center Behavioral Coaching?

Call center behavioral coaching is a coaching approach focused on improving call center agents' behavior and communication skills to enhance their performance and customer service quality.

Behavioral coaching aims to help agents develop the specific behaviors and skills needed to achieve their performance goals and deliver exceptional customer experiences.

Behavioral coaching typically involves observing agents' behavior and communication during customer interactions, identifying areas for improvement, and providing feedback and training to help agents develop the desired behaviors and skills. 

The coaching may focus on areas such as active listening, empathy, effective questioning, and problem-solving.

4. What Are Some Call Center Coaching Techniques?

Call center coaching techniques are methods coaches use to improve the performance of call center agents. Here are some effective coaching techniques for call center coaching:

  • Role-playing: Role-playing is a technique that involves simulating customer interactions to help agents develop their communication skills and practice handling different scenarios.
  • Feedback: Providing regular feedback is crucial for improving agent performance. Feedback should be specific, actionable, and focused on behaviors that need improvement.
  • Positive reinforcement: Positive reinforcement is a technique that involves recognizing and rewarding agents for their achievements and improvements. This can help to motivate agents and boost their confidence.
  • Call monitoring: Call monitoring involves listening to and evaluating recorded or live calls to provide feedback and coaching to agents. This technique can help to identify areas for improvement and provide targeted feedback.
  • One-on-one coaching: One-on-one coaching involves individual coaching sessions with agents to provide personalized feedback and training.
  • Peer-to-Peer coaching: Peer coaching involves having agents coach and provide feedback to each other. This technique can help build a sense of community and support among agents while providing valuable feedback
  • Training and development: Providing ongoing training and development opportunities can help agents develop the skills and knowledge needed to improve their performance.
  • Goal setting: Setting specific, measurable, achievable, relevant, and time-bound (SMART) goals with agents can help to focus coaching efforts and provide a clear path for improvement.

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