What if you could coach every agent on every call?
You can't be everywhere at once, obviously, but what if there was someone - or something - that could?
The secret to helping agents be at their best is finding a best-in-class, real-time agent assistance solution.
Focus on outcome, not activity
First and foremost, the solution should be built for outcomes.
So much of what we measure in a contact center is about activity and not outcome. Calls made. Time spent in-call. Time spent in wrap-up.
But don't we actually care about outcomes? Isn't the result of the call what we're really interested in?
If your business success is driven by the outcome of customer conversations (and isn’t it all?), then your conversations should move you closer to those outcomes.
That's what real-time agent assistance does. It guides agents toward outcomes, helping them reach the success you are all looking for. Here are eight benefits you'll get from using a great agent assistant tool:
8 benefits of real-time agent assistance
What constitutes an effective engagement? In debt collections, it may be dollars collected, whereas in healthcare RCM, it may be issues resolved or revenue returned.
Whatever the goal, real-time agent assistants can make it happen. By analyzing and learning from the best calls — ones that influence retention, sales, collections, etc. — your agent assistant can help representatives reach those outcomes more efficiently.
With the right agent assistance solution, everyone in the contact center can apply knowledge about:
- the right points to achieve a desired resolution
- the best nudges to improve the probability of a key outcome
- which customers are most likely to achieve the best outcome
- which accounts are unlikely to reach a resolution
By knowing which actions are most likely to drive the best outcome, every one of your agents can become more effective.
2. Reduced ramp time
Hiring and retention are tough right now for everyone, but in a high-stress agent or representative role, that pain is even more intense.
That means time-to-value for new hires is crucial. With real-time agent assistance, constant, engaging reinforcements of the things that you cover in months of training can reduce training expenditures and time taken for agents to start taking calls by over 30 percent.
3. Increased productivity
A great agent assistance tool will help you reduce activities that are not outcome or value-focused (such as training, feedback sessions, recalibration, and training refreshers) and instead let the agent learn by doing.
No matter how many modules you read or scripts you follow, you can’t replace a great in-call mentor that guides you to the right responses.
Real-time agent assistance improves in-call time of agents by over 20 percent.
4. Improved compliance adherence
You know compliance adherence is central to your work, but it's just one thing in a long list your agents need to remember.
A world-class agent assistance solution will let you add legacy compliance guidelines and configure and deploy new guidelines within minutes, and coach and remind agents about compliance in every call.
Real-time agent assistance allows agents to improve their compliance adherence by 10-15 percent.
5. Better customer experience
Let’s be clear: Improving the experiences of customers, borrowers, patients, and your partners is not a footnote. Customer experience is the most important outcome you can work toward because it plays into every other metric for success.
Looking to enhance the customer experience happens at the conversation level. A great conversation is focused, empathetic, and draws on the right context.
Having a tool to guide agents through the process of making sure their interaction is all those things pays off with positive customer connections and better outcomes.
6. Increased agent focus
Agents have a lot to pay attention to on every call, and every one of those distractions can make a difference in their effectiveness.
Bringing in an agent assistant to support agents through the guidelines and technical flow of the conversation allows them to focus their attention on crafting and building a better connection and conversation.
7. Just-in-time coaching
In order to help agents through calls, they've traditionally been asked to go through scripts and scenarios long before each conversation, or, worse, during the call, when they're trying to stay focused on the conversation (see #6).
What you want from an agent assistant is one that works in real time, offering up a clear next action exactly when they need it, keeping them focused and engaged.
8. Higher job satisfaction
Better performers are much less likely to churn compared to low performers. And how do good agents become great agents? Through practice and excellent coaching.
Combining in-the-moment interaction with engaging gamification and leaderboards can make work just that much more interesting — and that much more rewarding.
All of that focus on the agent and the conversation can fuel a contact center built on the customer experience.