Agent Coaching

Improve customer satisfaction with cc: Discover's easily adaptable agent coaching and training modules.

Agent coaching and training are critical components in agent development. Used in conjunction with cc: Discover's integrated quality management capabilities, coaching agents effectively improve customer satisfaction through better agent performance, empowerment and morale.

Building an agent coaching and training program using cc: Discover will allow you to:

• Develop highly skilled and motivated agents – reducing churn and ramp-up time.
• Allow supervisors and agents to easily review customer interactions, including synchronized voice and screen recordings.
• Quickly assess agent skill sets, and identify opportunities for training.
• Achieve consistent agent scoring with built-in calibration reporting.

Deliver Feedback to the Desktop

CallCopy’s agent coaching module can deliver the evaluation forms to your agents as you fill them out, providing your staff with instant feedback on their performance. You can also allow your agents to access their own recordings and conduct self-evaluations, giving them a better understanding of quality and strengthening your coaching efforts by including your agents in the process.

Augment Your Agent Coaching and Training Curriculum

CallCopy allows you to provide greater consistency in your agent coaching without investing in a complete online university. Replace the on-the-job training and live monitoring sessions you use in training with recorded calls, pre-screened for content and quality. You will ensure your trainees all learn the same thing, the same way. Your net result is higher levels of quality delivered on a more consistent basis.

You can also create tests and quizzes for your training environment, and the reporting capabilities will enable you to view trainee performance independent from your regular staff.