How to effectively use call recording to coach and train contact center agents
Nowadays, it is nearly impossible to call a contact center without hearing a well-known phrase: “Your call may be recorded and monitored”. Contact centers are primary using call recording to monitor and improve agent’s performance, enhance customer service and comply with regulatory requirements. Beyond that, call recording is proven to be a great tool for coaching and training in contact center environment.
Here are six examples, explaining how call recording can be successfully used for coaching and training in a contact center:
New agents training
Leveraging prerecorded calls in training and coaching process is an effective way to train new agents. Prerecorded calls provide examples of real customer calls and can help new agents to become better prepared. Supervisor may choose “difficult customer calls” to show how agents should handle different types of calls and deal with different customers. New agent’s mock or early customer calls can be recorded and analyzed together with a supervisor.
Contact center trainers may also prepare an online repository of successful calls to train both new and existing agents on best call-handling techniques. First call resolution call samples may also be used to show how an agent is supposed to quickly solve problems, saving costs, and improving customer satisfaction.
Reviewing unsuccessful calls is also an important part of coaching sessions. This allows an agent to learn from mistakes and better understand what his/her strengths are. It is very important to do it in an encouraging way rather than focusing on negative points. Providing concrete examples will help agents understand exactly what they are doing well and what needs improvement. This will make our agent coaching sessions more informative and effective.
A very good motivating technique in contact center environment is to make an agent listen to his/her own call and evaluate it. Agents tend to provide honest and fair self-evaluations and recognize the area they need to work on. Including agents in the process will certainly strengthen coaching efforts.
Another efficient coaching technique in contact center is a group discussion of bad and good calls together. This involves a group of agents, supervisors, and trainers listening to calls and discussing call-handling techniques. During these group sessions, experienced agents can share experiences and give advice to new agents.
Targeted training and development
As different agents have different strengths and weaknesses, common training might not be a fit for all. With all information available with call recording system, trainers can develop an individual training against a person’s strengths and weaknesses. Personalized training approach makes staff feel valued and help reduce attrition in contact center.
Call recording can surely play a crucial role in coaching and training of call center agents. It can significantly improve agents’ performance and take customer service to the next level.
Find out how MiaRec Call Recording solutions can help you coach and train agents. Contact us today for more information.