Live Call Coaching Tools

Training your call center agents is half the battle, the other half is making sure that information learned in training is actually being used by agents. We understand how much time and effort goes into training your call center agents, so it is worth the time to make sure those efforts don’t go to waste. Lucky for you there are several easy training tools for you to use. We want you to succeed just as much as you do and so we put together a detailed guide of how to use these coaching tools in helping your call center succeed. We are going to cover tools such as:

Live call monitoring is a great tool to use when training call center agents. The best part about live call monitoring is that the agent doesn’t know that you have entered the call. This allows you to get a first-hand observation of their natural customer service skills. You also receive more accurate information about your agents than you would from just a metrics dashboard alone. Using live call monitoring can highlight any false impressions your metrics dashboard is displaying.

Call whisper is an excellent training tool to use when putting your newly hired call center agents live with customers. The difference between this and live call monitoring is that the agent knows you are listening. You can use this call center training tool to help coach your new agent during a call. The customer doesn’t know that you are on the call, and if call whisper is done effectively the agent will build up their skills and confidence to eventually take tough calls solo. This training technique will have your agent able to perform faster and more efficiently in the future.

QA scorecards are used to evaluate your agents and essential grade them on their performance and interactions with customers. Since each customer service experience is different the goal of scorecards is to be designed to effectively evaluate your agents regardless of the circumstance. Scorecards are a great way tool for agents to understand what is expected of them while they are handling customers. There are two types of scorecards; manual and automatic scorecards. Scorecards typically include grades on things such as:

Manual scorecards are when someone, say a supervisor or manager, listens in on a call through either live call monitoring or an actual recording of the call and then grade that agent based on the predetermined scorecard outline.

Automated scorecards are software that gets installed on your computer. the software listens and picks up on predetermined metrics such as words, phrases, pauses in the conversation, etc. Then at the end of the call, it calculates everything it hears and gives the agent an automated score.

To use scorecards the most effective it is recommended that you use both methods, manual and automated scoring. The automated scorecard is a great way to pick up on trends and for you to decide which calls to manually listen to instead picking random calls.

For Example: If your automated scorecard shows some agents continuously getting low scores, grab those calls and try to figure out what causes the low score. A customer might call and right off the bat tell the agent what their problem or concern is and instead of wasting the customers time with the whole opening script they dive right into solving the problem. This creates a preferred customer experience however since the automated scorecard can’t make judgment calls it might give this agent a low score for not following the script.

It is also important to pay attention to agents who continuously score extremely high on their automated ratings. Their scores might be higher because they have learned to robotize themselves to focusing on following the scripts rather than essentially putting the customer's needs first.

Call recording is a tool used to record a live call with the ability to play it back later on. By recording calls with your agents you can playback calls throughout training sessions as a learning platform. Instead of pulling your star agent away from handling customers, you can just play a recording of how they handled a difficult customer and point out key learning points that took place during the call. On the other hand, if agents are performing poorly, they might not understand what they are doing wrong. You can use the recordings to highlight where agents are repeatedly making mistakes and teach them alternatives that are more appropriate in assisting the customer.

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