BY ART COOMBS
Published in ICMI.
First, let’s face the elephant in the room—contact centers have a huge turnover rate, which leads to continuous hiring and training of new agents. As many contact center managers are aware, this causes issues with adherence to policies, security, quality and more.
Every new agent goes through training, which includes learning the policies and procedures for each call type they handle. This includes knowing the right questions to ask, gathering accurate information and delivering concise information. This is a lot to ask of a new agent. More than likely, their first calls aren’t going to be up to standard. This inconsistency puts your company at risk. In many cases, the information they deliver is a legally binding disclosure that needs to be read accurately every single time.