This article will cover the following areas:
- Targeted Training and Development
- Tagging Calls
- Self Assessment and Evaluation
- Enriching Feedback
- Expedite Skill-Building
- Tracking Progress
In most organisations, training is an integral part of ensuring employees are well equipped to perform well and deliver the results expected of them.
Unfortunately, however, training protocols in many organisations isn’t quite as effective as it could be and often, in spite of spending several hours, not to mention, time and resources to provide the training, doesn’t always deliver the increase in productivity and bottom line that was expected.
Any process or data that can increase the effectiveness of your training should be a welcomed addition and this is one area where data from your call recording system can be an invaluable resource.
This article will look at some of the ways you can utilise this data to provide training to your employees and help improve your team’s output.
Targeted Training and Development
In any team, the skill-set of every team member isn’t going to be at the same level and your call recording data can be helpful in creating a eco-system of Knowledge Management (KM) and distribution. Let’s take a sales call centre for example.
You can record the calls from the more experienced agents and then use the voice recordings as a way to provide training to your new recruits or agents who need to improve their skills.
Training of this kind, based on real, qualitative data can in many cases be far more effective than generic guidelines you might have already formulated in your training manuals or handbook.
A bonus tip is that you can also use the call-handling data from your start performers to set benchmarks that you can refer to and measure against thereafter.
Most call recording solutions come with a “tag” feature that supports a search facility depending in various fields such as incidence reference, policy number, type of call, subject, postcodes and so on. You can build on the training capabilities from the data by drilling down into recordings pertinent to the issue at hand to provide even more targeted training.
You could take this one step further and modify field names. For instance, defining a search tag as “successful” or “unsuccessful” will help you differentiate the data and compare and possibly identify trends in those calls that lead to a sale vs those that did not.
Call recording data enables management and trainers to better understand the strengths and weaknesses of the agent and provide targeted and more helpful feedback. By listening to the recordings before a discussion with the agent, management has a chance to provide very specific and precise feedback, addressing the problem areas and suggestions for improvement.
Another way in which call recording data can be helpful is by allowing managers to track the progress of the team and the output.
As long as the parameters of each call is logged , you could monitor these stats on a periodic basis to make sure your team is on track to achieve the desired goals.
However, should you find this isn’t the case, say, close rates are high but call handling times need to be reduced, you could access data from previous recordings of successful calls that lasted the target duration. You can then use insights from these to help your team shorten call times as well as incorporate new learnings into future training sessions for new agents.
If you need help with implementing a call recording system at your office or call centre, why not give BDM Voice a call today