Three Common Contact Center Annoyances (and How to Avoid Them)

Posted by Rebecca MacLeod

3/24/15 9:00 AM

When it comes to customer service, consumer expectations are higher than ever. Today’s buyers expect consistent excellent service and when their needs are not met they may take their business elsewhere and influence others to do the same. To ensure your representatives aren’t irritating customers with preventable mistakes, your supervisors need tools that can help make call center coaching more efficient and effective. Envision’s Click2Coach software can ensure your agents stop the following common annoyances in their tracks before they began to affect your business negatively:

Poor agent phrasing

Customers do not want to hear condescending phrasing such as, “if I were you” or “what you should have done” from contact center agents. With Click2Coach, agents can monitor every aspect of customer interactions and provide training materials right from their desktops, including:

  • On-demand, personalized training sent to agents at their desktops
  • Short video clips on the fly, or training clips that have already been created and delivered to agents
  • Evaluations of recorded customer interactions (including voice and screen) sent directly to agents, along with supervisor annotations and training as a complete coaching package
  • Examples of “great calls” sent to agents so they can use them as a guide
  • Motivational recognition and team or individual incentives delivered to agents’ desktops

Repeated requests for personal information

Nothing is more annoying to customers than waiting for several minutes while an agent struggles to obtain their information in a CRM system. Click2Coach can record agent’s keystrokes during the call so that managers can see exactly why the agent is scrambling to get the necessary information. When the call is over—or at the end of the shift—the agent can coach the representative so that the problem does not reoccur.

Transfers without no resolution

When an agent is constantly transferring calls because of issues with answering particular questions it frustrates the customer and projects an unprofessional image. Click2Coach gives managers the ability to see words or phrases mentioned during calls. If the supervisor determines one agent is simply struggling with a topic, the manager can deal with it individually. If a trend is developing where numerous agents are confused by a reoccurring query about their monthly statement, for example, supervisors can consult the billing department to find out what agents should be telling customers.

Click2coach workforce optimization

Are one, two or all three of these annoyances plaguing your contact center? Are you ready to nip them in the bud? Click here to get started with a free trial of Click2Coach today.

Topics: customer experience, agent performance, coaching and training

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