Avoid Customer Churn, Focus on Call Center Coaching

Posted by Linda Caudle

9/19/13 11:54 AM


Your contact center agents are in the trenches, directly interacting with customers on a daily basis. But are they being as effective and efficient as they can be? While in the past customers patiently waited on hold to speak to an agent, today’s customer is more demanding than ever, expecting immediate answers within minutes, not hours.

In fact, 89 percent of consumers have stopped doing business with a company after experiencing poor customer service, while 61 percent of consumers take their business to a competitor after leaving their previous provider.

Your contact center agents play a significant role in your customer retention and have direct influence on your revenue and repeat business statistics, meaning it is imperative for your contact center to implement a call center coaching and training program designed to bolster agent communication and enhance performance. By implementing a coaching and training program – one that provides agents with daily ongoing training, feedback and the information they need to improve their performance – not only will your contact center perform at its best, but it will also improve customer satisfaction and ultimately reduce customer churn.

For example, Envision’s Click2Coach evaluation and training tool is a software program that allows targeted customized coaching of agents where it matters most – at work.

Bottom line: Your contact center agents are an essential part of your business as they are often the first point of contact for your existing and prospective customers. They can either be your best assets or the downfall of your company. After all, you never get a second chance to make a first impression.


Topics: coaching

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