These days, you can’t be too careful about keeping your agents professional and within your established (and legal) bounds. And with all the training and monitoring tools available with predictive dialer systems, it’s much easier to supervise your agents and keep them properly trained. When you consider your game plan for ongoing training and success, make sure you have these three tools on your list:
Call Recording: It’s not just a legal security measure. While there seems to be a much needed focus on using call recording for legal security reasons, you can benefit from recording agent calls for training purposes, too.
Listen to your best agent’s conversations. What do they do over and over again that helps them successfully collect the debt? Train your other agents to do the same things. Listen to those agents who may be struggling to discover what they do which could be improved.
Most dialing technology companies have some form of call recording option available, for either hosted or site-premised. Some companies (like IAT), even have a couple of call recording options for site-premised systems: the full-scale enterprise system and a scaled-back, less expensive version of the enterprise system. Upgrades are available when you online casino need it.
Real-time agent management. Imagine not having to look over each dialer agent’s shoulder to monitor their status. IAT has a management tool to help you monitor all your agents in real-time from your own desk. Blinking lights and colors alert you to when agents exceed talk or wrap up times, giving you the freedom to stay caught up on your work while still being aware of your agent’s status. You can even compare agent activity if you want to see Joined: Nov 25, 2009Unregistered member GuestPosts: 1Joined: Oct 15, 2011 miscreant rodneyrdr johnsb18Windmoor Healthcare’s Ambulatory opiate detox program isdesigned to treat individuals addicted to opiates/narcotics (“painpills”) in a safe, medically supervised, confidential setting. where a specific agent stands among the group. Other management controls include Her er det ogsa en god oversikt over de beste og mest seriose casinoene pa nett . the ability to contact the agents via messaging and the option to force them onto a break for whatever reason (the dialer will stop dialing for them until you take them off break).
Monitor, Coach and Conference. New or struggling agents might need your input or interference on a call. You can know when extra training is needed (or just a one-time help on a call), by monitoring agent phone calls on-the-fly. You can select the agents for a spot check or they can send a message to you for help. Depending on the situation, you might find that just listening in (monitoring) is sufficient. If you do need to intervene, you can choose to only let the agent hear your comments (coaching) or join the conversation and talk to the contact yourself (conferencing).
What other tools do you use to monitor and train your agents? How can we implement those tools into our system to help you?
This article was written by Kendra