Real-Time is Transforming Call Centers
Guest Blog by Rowen Gray
In a world full of technology, remote work, and higher expectations, it’s hard to wade through the endless choices. What will have an impact, and what won’t? What’s driving results, and what isn’t? What makes a great agent? How do I make my contact center better?
Often, we overlook even the most simple explanations. That’s why we decided to get to the core of poor results. We decided to figure out exactly why agents make mistakes.
Why Agents Make Mistakes
In one of the largest agent surveys ever, we asked 1,000 contact center agents the most common reason they make mistakes.
Agents said the number one reason they make mistakes is that they forget the right thing to say. In a follow-up question, these same agents said the result of forgetting what to say results in 19-35% of customer interactions being unsuccessful.
Importantly, the root of this problem is not the manager’s training. It’s not your tech stack. It’s being a human being and unavoidably making mistakes from time to time. No one can be perfect always…but with the help of technology, we can get close to being as perfect as possible, as often as possible.
Post-Call or Real-Time?
So what can contact centers do? Well, you can give all your reps a script and hope they use enthusiasm and create connections with people on the other end of the line. You could get a post-call solution that lets you know what’s happening during calls after the call is over. Or you can look into real-time technology.
Real-time technologies give agents feedback during calls, not after. Real-time technologies instantly give managers all the insight they need without having to sort through call recordings.
Call Center Transformation
Let’s face it; everyone has their limits. Before smartphones and computers, our knowledge was extremely limited. Now, anyone can find the answer to anything in seconds. Technology gives us access to things we wouldn’t have otherwise.
In the contact center industry, one of the most significant developments has been real-time. Real-time has transformed how contact centers operate. Real-time is tackling the core of the problem in many contact centers — forgetting. It’s also tackling another big problem — not knowing what’s going wrong and not using data to fix problems.
With real-time, agents have the tools they need to help them not forget, and managers can access the data they need to drive intelligent decisions and improve their contact center.
About Rowen Gray
Rowen is the Head of Demand Gen at Balto. Balto is the #1 real-time guidance for contact centers. Powered by AI, Balto listens to both sides of a conversation, and visually prompts agents with the best things to say, live on every call. Scale “perfect” to thousands of agents with the push of a button and get immediate insight into what’s working and what’s not. Balto is a strategic partner of TCN.