Coach Agents More Effectively
To learn how you can make your contact center agent coaching more effective, let’s first look at the issues your current agent coaching process could be causing.
When scoring calls:
I manually score a sample of calls.
I listen to as many calls as possible to spot problems.
Someone else scores calls and I coach agents.
I manually score a sample of calls.
Manually scoring calls is incomplete
Most contact centers score a small sample of calls to identify agents who need coaching. You’re probably only scoring 1% or less of your calls, so hundreds and thousands of calls may never get scored each month. And thousands of opportunities to identify coachable moments that can increase your conversion rates and customer satisfaction ratings also slip by.
There could be a lot of problems hiding in those calls you never hear. Worse yet, you are missing out on the chance to reward your highest-performing agents. In order for your sales process to run at peak performance and drive the most revenue, you need to automate call scoring to analyze all of your calls.
See how Invoca automatically scores 100% of your calls
Hunting for problems is a waste of time
If all you do is look for problems, you don’t have much time to come up with solutions or work with your agents. Not to mention that you’re likely glossing over what high-performers are doing right and it prevents you from finding out what actually works.
When you coach based on the small sample of calls you’re listening to, the generalized behavior you observe may not be indicative of what your team actually needs. Without quantitative data you can’t accurately identify the areas that agents really need to be coached on.
Learn how Invoca helps you spend less time finding problems & more time solving them
I listen to as many calls as possible to spot problems.
If you have to wait, it’s too late
When calls are scored by a third party and handed back to you, there can be a delay of hours or even days. By then the agent doesn’t remember the context of the call and won’t be able to effectively implement your feedback. The sooner you and the agent see the scorecard and get coaching, the more likely it is that they’ll become more effective agents.
See how to get immediate access to call scores
1/4
BACK TO LESSON
With Invoca automated QA, you can analyze and score 100% of your calls. No more samples, no more missed opportunities. You can also analyze the entire customer conversation experience, even when calls are transferred, handled by an outsourced call center or BPO, or routed to individual locations. When you can score all of your calls, it gives you an objective view of the performance of all your agents—free from human bias. Every call is scored the same way. This allows you to recognize and fairly incentivize top-performers and stay on top of coaching those that are falling short.
Automatically score 100% of your sales calls
2/4
When your calls are automatically scored, it frees up time for your contact center managers to coach agents, develop better scripts, and discover more efficiencies. It also makes managers happier by freeing them of the monotonous task of listening to hundreds of phone calls every week. With quantitative, objective data on all of your sales calls, you can rest assured that you’re spending time coaching agents on things that drive results.
The result is happier agents who get rewarded for great performance more often and feel picked on about problems less.
Spend less time finding problems and more time solving them
3/4
When you get call scorecards immediately, you can address problems immediately. Leave your feedback and @mention agents right in the call transcripts or tag timestamps in the recording to pinpoint where issues or successes are occurring. No need to pick up the phone. And since you’re giving immediate feedback, the agent has the context to remember and apply it. Invoca also empowers individual agents by giving them access to their own scorecards as soon as their call ends, allowing them to self-coach and provide the best customer experience possible.
Get immediate access to all your call scores
4/4
If you have to wait, it’s too late
Does someone else score calls and you coach agents?
When calls are scored by a third party and handed back to you, there can be a delay of hours or even days. By then the agent doesn’t remember the context of the call and won’t be able to effectively implement your feedback. The sooner you and the agent see the scorecard and get coaching, the more likely it is that they’ll become more effective agents.
See how to get immediate access to call scores
Hunting for problems is a waste of time
Do you listen to as many calls as possible to spot problems?
If all you do is look for problems, you don’t have much time to come up with solutions or work with your agents. Not to mention that you’re likely glossing over what high-performers are doing right and it prevents you from finding out what actually works.
When you coach based on the small sample of calls you’re listening to, the generalized behavior you observe may not be indicative of what your team actually needs. Without quantitative data you can’t accurately identify the areas that agents really need to be coached on.
Learn how Invoca helps you spend less time finding problems & more time solving them
Manually scoring calls is incomplete
Do you manually score a sample of calls?
Most contact centers score a small sample of calls to identify agents who need coaching. You’re probably only scoring 1% or less of your calls, so hundreds and thousands of calls may never get scored each month. And thousands of opportunities to identify coachable moments that can increase your conversion rates and customer satisfaction ratings also slip by.
There could be a lot of problems hiding in those calls you never hear. Worse yet, you are missing out on the chance to reward your highest-performing agents. In order for your sales process to run at peak performance and drive the most revenue, you need to automate call scoring to analyze all of your calls.
See how Invoca automatically scores 100% of your calls
Someone else scores calls
and I coach agents.
I listen to as many calls as possible to spot problems.
I manually score a sample of calls.
When scoring calls:
LESSON 1
To learn how you can make your contact center agent coaching more effective, let’s first look at the issues your current agent coaching process could be causing.
Effective Agent Coaching
LESSON 1
Invoca Enables Coaching That Makes Every Agent More Effective
BACK TO LESSON
Automatically score 100% of your sales calls
With Invoca automated QA, you can analyze and score 100% of your calls. No more samples, no more missed opportunities. You can also analyze the entire customer conversation experience, even when calls are transferred, handled by an outsourced call center or BPO, or routed to individual locations. When you can score all of your calls, it gives you an objective view of the performance of all your agents—free from human bias. Every call is scored the same way. This allows you to recognize and fairly incentivize top-performers and stay on top of coaching those that are falling short.
1 / 4
Spend less time finding problems and more time solving them
When your calls are automatically scored, it frees up time for your contact center managers to coach agents, develop better scripts, and discover more efficiencies. It also makes managers happier by freeing them of the monotonous task of listening to hundreds of phone calls every week. With quantitative, objective data on all of your sales calls, you can rest assured that you’re spending time coaching agents on things that drive results. The result is happier agents who get rewarded for great performance more often and feel picked on about problems less.
2 / 4
Get immediate access
to all your call scores
When you get call scorecards immediately, you can address problems immediately. Leave your feedback and @mention agents right in the call transcripts or tag timestamps in the recording to pinpoint where issues or successes are occurring. No need to pick up the phone. And since you’re giving immediate feedback, the agent has the context to remember and apply it. Invoca also empowers individual agents by giving them access to their own scorecards as soon as their call ends, allowing them to self-coach and provide the best customer experience possible.
3 / 4
4 / 4
1/4
With Invoca automated QA, you can analyze and score 100% of your calls. No more samples, no more missed opportunities. You can also analyze the entire customer conversation experience, even when calls are transferred, handled by an outsourced call center or BPO, or routed to individual locations. When you can score all of your calls, it gives you an objective view of the performance of all your agents—free from human bias. Every call is scored the same way. This allows you to recognize and fairly incentivize top-performers and stay on top of coaching those that are falling short.
Automatically score 100% of your sales calls
2/4
When your calls are automatically scored, it frees up time for your contact center managers to coach agents, develop better scripts, and discover more efficiencies. It also makes managers happier by freeing them of the monotonous task of listening to hundreds of phone calls every week. With quantitative, objective data on all of your sales calls, you can rest assured that you’re spending time coaching agents on things that drive results.
The result is happier agents who get rewarded for great performance more often and feel picked on about problems less.
Spend less time finding problems and more time solving them
3/4
When you get call scorecards immediately, you can address problems immediately. Leave your feedback and @mention agents right in the call transcripts or tag timestamps in the recording to pinpoint where issues or successes are occurring. No need to pick up the phone. And since you’re giving immediate feedback, the agent has the context to remember and apply it. Invoca also empowers individual agents by giving them access to their own scorecards as soon as their call ends, allowing them to self-coach and provide the best customer experience possible.
Get immediate access to all your call scores
4/4
Coach Agents More Effectively
To learn how you can make your contact center agent coaching more effective, let’s first look at the issues your current agent coaching process could be causing.
lesson 1
When scoring calls:
I manually score a sample of calls.
Manually scoring calls is incomplete
Most contact centers score a small sample of calls to identify agents who need coaching. You’re probably only scoring 1% or less of your calls, so hundreds and thousands of calls may never get scored each month. And thousands of opportunities to identify coachable moments that can increase your conversion rates and customer satisfaction ratings also slip by.
There could be a lot of problems hiding in those calls you never hear. Worse yet, you are missing out on the chance to reward your highest-performing agents. In order for your sales process to run at peak performance and drive the most revenue, you need to automate call scoring to analyze all of your calls.
See how Invoca automatically scores 100% of your calls
I listen to as many calls as possible to spot problems.
Hunting for problems is a waste of time
If all you do is look for problems, you don’t have much time to come up with solutions or work with your agents. Not to mention that you’re likely glossing over what high-performers are doing right and it prevents you from finding out what actually works.
When you coach based on the small sample of calls you’re listening to, the generalized behavior you observe may not be indicative of what your team actually needs. Without quantitative data you can’t accurately identify the areas that agents really need to be coached on.
Learn how Invoca helps you spend less time finding problems & more time solving them
Someone else scores calls and I coach agents.
If you have to wait, it’s too late
When calls are scored by a third party and handed back to you, there can be a delay of hours or even days. By then the agent doesn’t remember the context of the call and won’t be able to effectively implement your feedback. The sooner you and the agent see the scorecard and get coaching, the more likely it is that they’ll become more effective agents.
See how to get immediate access to call scores
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Invoca Enables Coaching That Makes Every Agent More Effective
Get the full Guide
Get the full Ultimate Guide to Conversation Intelligence
Invoca Enables Coaching That Makes Every Agent More Effective
back to lesson
I manually score a sample of calls.
I listen to as many calls as possible to spot problems.
Someone else scores calls and I coach agents.
Someone else scores calls and I coach agents.