Wednesday, 4 April 2012

Reduce Agent Training, Not Call Quality

Training is one of the largest costs of running a call contact center, and with agent churn rates exceeding 30% ( ref ), it is a difficult cost to reduce. The diversity and complexity of the systems and processes used by the agents on a day-to-day basis, makes it nearly impossibly to reduce the actual training time.

To really make an impact on training time, new recruits need to be supported on-the-job. Provided with a digital coach that guides and prompts the novice users, shows them which application to use, which process to follow, which action are required and when. Only in that way new recruits can start being productive within days, without the risk of reducing quality levels. Only in that way training budgets can be reduced without reducing quality levels.

With Swivelscript, your operational systems can be turned into digital coaches in days, enabled to provide extra guidance to those users that require it. Contact us to learn how Swivelscript can reduce you training budget.

4 comments:

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