What do you think the biggest problem in a contact center is? Employee retention and attrition. Employee turnover plagues a contact center's bottom line. Customer service employees are expensive to train, coach and develop.
They also handle a company's most valuable asset - customers. Agent retention is dependent on the ability to receive effective training and coaching. Being able to record and report on calls with timely feedback provides agents with the ability to give customer's better service. When an employee feels confident about their job, they perform higher and want to work harder. Customer calls are answered faster, given better service and the employee feels like they did a good job. When an employee is able to review feedback quickly, they can make immediate adjusts and it allows them to receive positive reinforcement on what they did right. Here are three ways call recording and reporting affect agent retention:
- Take a recorded call and turn into a training opportunity - Recording calls allow an organization to ensure policy and procedure adherence. The call can be quickly reviewed and then a grading form can be utilized to show an agent how they did or did not follow procedures. Timely feedback turns into the opportunity for a supervisor to recognize where learning gaps exist. Once a gap has been identified the manager can provide follow up training and coaching.
- Create value for an agent through call recording - Whether you are trying to identify trends in speech or simply giving an agent positive feedback, call recording allows managers to create better value for their agents. A manager or agent can easily locate, listen and grade a call with the click of a button.
- Give employees tools that are easy to use to provide a better environment - Happy employees are productive employees. When a user can easily nagivate through a software program and locate the information they need, it provides the business with better results. The employee is efficient and effective through the use of their tools which creates better customer relationships and keeps employee retention high.
Many software programs record calls, but many do not have easy to use tools or simple searching and grading capabilities. Want to learn more about best practices in the contact center? Check out 5 Things Your Competition is Doing in the Contact Center.