Agent Assist

Using Real-Time Agent Assist for Perfect First Calls

Rimlee Patgiri
April 26, 2024
6
 mins read

Last modified on

As you know, the role of contact center managers is filled with challenges and opportunities to empower your team and elevate customer experiences. 

You're well aware of the critical importance of that initial customer interaction. The frontline encounters set the tone for customer relationships and can make or break your team's agent performance. But here's the catch: ensuring every first call is exceptional is easier said than done. 

From new hires to seasoned agents, each faces unique hurdles when mastering that crucial first interaction. Call center managers everywhere share this challenge: How can you ensure that every first call is the best it can be? 

Fear not, because we're about to unpack the secrets to success with Agent Assist.

Make every first customer call count.

Why is First Call Important? 

The significance of the initial call in a call center setting cannot be overstated. It is the gateway to the customer experience, analogous to a handshake in face-to-face interactions.

From the customer's perspective, this first engagement is pivotal. It establishes the tone and sets expectations for the entire interaction. A positive initial encounter fosters confidence and trust, while a negative one can lead to disillusionment and dissatisfaction.

Beyond simply addressing the customer's immediate needs, the first call is an opportunity to demonstrate attentiveness and professionalism. Success here cultivates customer loyalty, while failure risks alienating them permanently.

Challenges Faced by Agents During the First Call 

Challenges faced by agents in the first call without Real-Time Agent Assistance
Challenges faced by agents in the first call

The first call presents agents with a multitude of challenges that require a combination of technical expertise, interpersonal skills, and adaptability to navigate successfully.

Overcoming these challenges is essential for delivering a positive and satisfactory customer experience.

Let's talk about the hurdles agents face when they pick up that phone for the first time:

1. Pressure to Perform

Agents are under immense pressure to make a positive impression within the first moments of the call. This pressure stems from the need to resolve the customer's issue, establish rapport, and convey professionalism.

The expectation to adhere to company standards for call handling metrics, such as average handling time and first call resolution, further amplifies this pressure.

2. Limited Information

When they answer the call, agents often have limited information about the customer and their issue.

They must quickly gather relevant details while simultaneously engaging with the customer. This requires active listening skills and the ability to ask probing questions to fill in the gaps.

3. Dealing with Emotions

Customers may be experiencing various emotions, from frustration and anger to confusion or distress. Agents must effectively manage these emotions while remaining empathetic and composed.

This involves employing de-escalation techniques, active listening, and demonstrating genuine concern for the customer's situation.

4. Technical Glitches

Technical issues such as poor call quality, dropped calls, or malfunctioning equipment can disrupt the conversation and impede the agent's ability to assist the customer effectively.

Agents must be adept at troubleshooting technical issues or escalating them to the appropriate support channels while minimizing inconvenience to the customer.

5. Time Constraints 

Agents must balance the need to promptly resolve the customer's issue by providing thorough assistance. They must work efficiently to address and resolve the customer's concerns. 

This requires practical time management skills and prioritizing tasks based on urgency and impact on customer experience.

6. Language Barriers

In a multicultural and multilingual customer service environment, agents may encounter customers who speak different languages or have accents that are challenging to understand. 

Overcoming language barriers requires patience, clear communication, and potentially leveraging interpretation services or multilingual support resources to facilitate effective communication and understanding.

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5 Tips to Make the First Call the Best Call

5 tips to make the first call the best call using real-time agent assist
5 tips to make the first call the best call using real-time agent assist

Here are the top 5 tips to make the first call the best call.

1. Prepare Adequately

Before answering the call, agents should take a moment to gather their thoughts and review any relevant information or resources.

This includes familiarizing themselves with the customer's account history, recent interactions, and the nature of the reported issue. Preparedness instills confidence and allows agents to approach the call with clarity and focus.

2. Listen Actively

Effective communication begins with active listening. Agents should attentively listen to the customer's concerns, asking clarifying questions and paraphrasing to ensure understanding. Demonstrating empathy and understanding helps build rapport and reassures the customer that their issue is being taken seriously.

3. Communicate Clearly

Clear and concise communication is key to a successful call. Agents should articulate their responses in a manner that is easy for the customer to understand, avoiding technical jargon or industry-specific terms whenever possible. 

A friendly and conversational tone can put the customer at ease and foster a positive interaction.

4. Empower Customers

Empowering customers involves providing them with the information and tools to resolve their issues independently whenever feasible. Contact center agents should offer real-time guidance, instructions, and troubleshooting tips in a proactive and user-friendly manner.  

This promotes customer self-sufficiency and enhances their overall satisfaction with the service experience.

5. Follow Up Appropriately

The first call shouldn't end the interaction but the beginning of an ongoing relationship. Agents should follow up with customers to ensure their issues have been fully resolved and to gather feedback on their experience. 

This can be done through email, phone calls, or automated surveys. Demonstrating a commitment to customer satisfaction fosters loyalty and encourages repeat business.

Help your agents ace customer calls in the first conversation.

What is Real-Time Agent Assist?

Features offered by Real-Time Agent Assist
Features offered by Real-Time Agent Assist

Real-Time Agent Assist, as offered by Convin, is a groundbreaking AI-driven platform designed to empower customer service agents with instant guidance and support during interactions.

Leveraging advanced natural language processing and machine learning technologies, Agent Assist provides intelligent real-time suggestions and prompts across various communication channels, including live customer calls, chats, and emails.

Read more about agent-assist here.

What Information does Agent Assist Provide to Your Agents?

Agent Assist offers a comprehensive suite of features to empower agents in real-time.

It provides -

  • Instant suggestions and prompts.
  • Guided scripts for maintaining call quality.
  • Proactive alerts for handling different situations.
  • Dynamic battle cards for complex scenarios.
  • Access to a knowledge base powered by generative AI for accurate information retrieval.
  • Live captions for communication clarity.
  • Real-time analysis for performance optimization. 

With these tools, agents can efficiently navigate customer interactions, ensure compliance, and deliver exceptional service.

Did you know that Convin offers a real-time assist product for supervisors too?
Click here
to read more.

Get Started With Convin’s Real-Time Agent Assist Help

Convin's Real-Time Agent Assist uses natural language understanding to transform your contact center operations, empowering agents to excel and delivering unparalleled customer experiences.  

Ready to see it in action? 

Book a demo today and discover how Agent Assist can revolutionize customer service quality.

Frequently Asked Questions

1. What does agent assist mean?
"Agent assist" refers to technology or support tools that help customer service agents resolve issues or assist customers through impromptu agent coaching that boosts agent productivity. 

2. How do you impress a client on the first call?
To impress a client on the first call, focus on active listening, asking relevant questions, and providing tailored solutions to their needs.

3. When making the first voice call to a client, what is the best time to call?
The best time to make the first voice call to a client depends on their schedule and preferences, but generally, mid-morning or mid-afternoon tends to be less hectic.

4. How do you make a first sales call?
To make a first sales call effective, prepare by researching the client's needs, personalizing your approach, and communicating your product or service's value proposition.

5. How do you make your first cold call?
For a first cold call, research the prospect beforehand, craft a concise and compelling opening statement, and be prepared for objections with confident responses.

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