QUALTRAK's Aspire E-learning enables contact centers to:
- Equip the agents with the right skills and behaviors to deliver a consistent
Customer Experience. - Provide Team Leaders with the competencies to evaluate calls consistently and be
able to articulate what excellence ‘sounds like’ when giving feedback to their agents. - Train the Team Leaders to use effective coaching skills when giving feedback
to their agents and inspiring them to strive for excellence. - Select agents who are able to demonstrate the ability to recognise the soft skills which are important to you.
The four most common barriers to delivering a consistently excellent customer experience:
1 Equipping agents/reps with high level skills and behaviours required for customer retention, first call resolution, brand advocacy and cross/up-selling is crucial to becoming an excellent organisation. These high level skills e.g. questioning, listening, rapport, are not easily acquired within a classroom based environment. The most effective and sustainable method is by regularly learning in bite-sized chunks and immediately applying the learning. Down times are utilised by turning non-productive time into ‘learning and development’ time. Using Aspire E-learning to deliver learning that is highly interactive, self-paced, enjoyable and measurable is the answer.
2 Measurement arising from Quality Monitoring can be a very powerful influence for change and improvement. However, the measurement has to be effective otherwise incorrect feedback is delivered to the agents or contact centre. Team Leaders or dedicated quality auditors need to be able to evaluate calls consistently to a given standard i.e. they need to be able to read from the same ‘song sheet’. Failure to evaluate calls consistently creates lack of confidence in the minds of the CSRs/Reps and management. It also leads to an upward spiral in quality scores due to peer pressure amongst the Team Leaders. The end result is quality scores which are inflated and bare no relationship to excellence or to customer satisfaction survey data. The investment in acquiring the Quality Monitoring system and time in evaluating calls is wasted and most of all the Opportunity Cost is not realised. The answer is to train Team Leaders to a common standard and at the end of the learning measure their ability to evaluate calls correctly and formally accredit them.
Aspire E-learning provides the ability to achieve this.
3 Having generated consistent and robust Quality Monitoring data, the potential benefits of measurement are only achieved if the delivery of the feedback is carried out in a motivational manner. Applying effective coaching skills
ensures that the CSR/Rep discovers the improvement opportunities for themselves and takes ownership of the
actions which need to be taken. Also good performance is recognised and enables the Team Leader to inspire and stretch the CSR to achieving higher standards. Contact center management recognise they need to equip their Team Leaders with the necessary coaching skills. By providing Team Leaders with the opportunity to self-learn effective Coaching skills over a number of weeks allows them to put into practice and build their confidence. At the end of the learning process they undergo assessment to demonstrate their ability and become an ‘accredited coach’.
Aspire E-learning provides the solution.
4 Failing to recruit agents/reps who not only ‘say the right things’ but can demonstrate the ability to recognise those soft skills which are important to the contact centre e.g. active listening, rapport building, questioning etc. Using Aspire E-learning, the contact center is able to assess their candidates objectively and consistently.
Aspire E-learning benefits:
• Easy to author and use
• Learning content is created rapidly and existing training material can be used
• Highly interactive and uses real customer calls, screen recordings or video recordings
• Meets the needs of the most critical performance management issues
• Highly scalable (just purchase additional licenses as your contact centre grows) and can be implemented across multiple locations
• Applicable for new recruits and also for continuous performance development
• Measures the effectiveness of learning and enables accreditation to be used
• Turns Quality Monitoring into ‘Quality Monitoring + Learning’
• Free trial prior to purchase
• Language versions available
• Optional professional support services to help you get the maximum benefits
Please contact us to arrange for an online demonstration. To download the datasheet please press here.