Insights & Impact Ep.7: The key to effective agent training

By Matt McGillicuddy
27 Jul 2023

3 min read

Any sales and service team will be keen to implement effective agent training programmes that create top-performing agents. When a customer picks up the phone, you want to make sure the experience they get matches their expectations. You also want to make sure these calls have the outcomes you’re looking to generate.

Thing is, you need to make sure all of your agents are sticking to scripts and best practices to make sure that’s always the case. But when you’ve got a big team and you’re dealing with high call volumes, it’s hard to keep track of agent performance.

In this Insight & Impact episode our Head of Insights, Chris Browne, talks about how Conversation Analytics helps you create effective agent training programmes. Listen in and find out how to get clear insights into individual agent performance.

P.S. If you haven't already, check out the previous Insight & Impact episodes here.

Chris comes from a contact centre background and is well-versed in the common challenges faced by sales and service teams trying to unlock the key to effective agent training.

Firstly, it’d be impossible for any sales or service team leader to listen to every single call. As a result, it’ll be difficult to get the granular insight needed to spot specific areas of improvement.

Secondly, traditional quality-checking methods are often prone to human error and lack a systematic process. When this is the case, the same elements of a conversation could be scored in completely different ways leading to inconsistency and training that doesn’t hit the mark.

A staggering 58% of agents aren’t satisfied with the level of training they receive, and they’re not properly equipped with the knowledge they need to do their jobs well. Result? High attrition rates and unsatisfied customers.

But by nailing your agent training, you can retain more top talent, keep customers coming back, and revenue streams running.