Last Updated on January 31, 2019
Managers and business owners know that customer service is essential to their call centers. They’re told the story of Tony Hsieh and Zappos. They understand the risks of not training their employees in proper customer service methods. And it’s no big secret that proper customer service training doesn’t stop once their employees hit the sales floor. But if all business owners understand this, why are success stories like Zappos so few and far between?
Simply put, it’s because understanding and implementation are two entirely different things. And without the proper implementation of new and more advanced coaching methods, call centers could find themselves incapable of weathering the storm of declining customer service scores.
Is Coaching Outdated?
The short answer is no, coaching is as strong as it has ever been at call centers across the U.S. In fact, there was a survey done by Merced Systems recently which surveyed 500 employees at over 200 call centers nationwide.
In the report, over 91% of those surveyed said that “coaching has an impact on the financial returns of the organization,” while another 72% said that individual agents “value the coaching they receive.” With a training process so respected throughout the call center world, there is no reason to suggest it needs to be put aside for an entirely new method.
The problem isn’t coaching; it’s the training methods which the call center managers use that are the real culprit.
Improving Coaching Tactics with the Proper Tools
Great coaches do not tell their trainees what they should and shouldn’t be doing. Rather, they direct each trainee toward the proper methods, and the trainee learns by doing it himself. Furthermore, good coaches don’t deal in generalities. Simply going up to a trainee and saying that they need to improve at X and Y is unlikely to improve customer service scores. In fact, that’s more likely to have a negative effect on the training process, especially when you add in the confusion of the trainee, who doesn’t even have an example of where they went wrong.
In order to solve these problems, a coach needs a training tool that is versatile enough to allow the trainee time to identify mistakes, and precise enough for the coach to be able to create a proper teaching session. For the longest time, call centers did not have the technology to make this kind of coaching work. Now they do, in the form of call center recording software.
Call center recording software solves both coaching dilemmas listed above. First, call recording software lets the trainee hear a specific call that he or she made. By listening in on one of their own calls, they are much quicker to pick up and identify where they personally went wrong. This helps the coach direct the training without telling the trainee where the problem is.
Second, coaches can actually select the recordings that demonstrate specific weaknesses, and by using them in a self-directed training segment, coaches can develop a more precision-based approach to improvement. As the customer service representative gets better, new items will be picked out for improvement, thus continuing the learning process indefinitely.
Without this kind of precision-based self-directed training, a coach can only tell the customer service rep where they need to improve. But the rep never understands where the coach got that information. They don’t remember the exact call the coach is talking about—he or she may perform hundreds of calls a day! By specifically targeting a single call, the rep can identify problems that are hand-picked by coaches, and can begin correcting them.
Versadial Understands Call Recording Software
Versadial is experienced in providing call centers with call recording software that works. If you want to be part of the cutting edge of call center coaching, get in contact with Versadial today.
Last Updated on January 31, 2019