Stop damaging your call centers productivity by relying on tedious, manual, and inefficient processes that can never complete the journey to earning customer satisfaction.
Still working on a manual QA process that doesn’t account for 100% call review? Are you losing essential performance data due to small and random call samples? Have you been allowing non-compliant agents to run loose and fearless?
If you are unable to recognize agent performance and customer experience gaps with your current process, then your contact center needs a complete revamp.
Are you unable to gauge what factors impact deals? Still clueless on the winning and losing reasons from previous deals? Aren’t you tired of not finding best practices that create an impact? Have trouble tracking compliance breaches and offensive behavior?
If you are missing out on top-performing best practices that win deals and violations that lead to losing customers, then a serious call analysis restructuring is needed at your call center.
Is tracking agent performance a time-consuming activity? Unable to identify will or skill issues? Are you imposing the same coaching sessions on all agents? Still investing heavily in coaches and trainers for the tiniest coaching need?
If your agent coaching process is intensely tied to people and depends on coaches for every assistance, your call center coaching process needs a serious makeover.
Is call review a manual activity? Are agents making manual notes? Are you circulating resources and internal documents by email? Are you still entering call notes in the CRM manually? Are you tired of errors, duplication, and tedious tasks that barely impact revenue?
If you are still banking on manual and time-consuming tasks and investing shorter hours in customer activities, then it’s time to explore a conversation intelligence tool and make room for strategic work that impacts revenue.
Book more sales deals by uncovering customer intention, tracking agent performance, and replicating winning behavior. Coach agents on sales skills that drive faster business results.
Improve customer satisfaction by encouraging active listening and asking more questions during the call. Perform stringent call evaluations to identify customer interaction gaps. Help agents repeat best practices and learn personalization tricks.
Increase collections rate by making a better choice of words. Assist agents repeat phrases and behavior that collect more payments smoothly. Coach agents in forming better repayment plans.
Save brand reputation and avoid lawsuits by assisting agents in complying with regulations and policies. Catch offensive behavior, compliance breach, and other violations on time. Coach agents on the importance of policy adherence and outcomes of non-compliant behavior.
Convin is an AI-backed contact center software that uses conversation intelligence to record, transcribe, and analyze customer conversations.
