It’s no secret that contact center agent turnover is very high, and our survey showed that 60% of agents say they’ll leave their posts in the next six months. Managers also report the exact same average yearly attrition rate. However, contact center agents in the U.K. are more likely to stay put than those in the U.S.
Contact Center Agent Turnover Is a Pervasive Issue
Contact center agents are critical to your business’s success. They serve as the voice and face of your brand because they are often the only human interaction customers will have in today’s digital-first world. But many contact centers are facing issues with agent retention, due to their inability to provide effective agent coaching and development.
Our recent State of the Contact Center Report found that many contact center managers don’t have the tools they need to coach agents effectively. They’re still scoring calls manually, which can lead to sampling bias and human error. More forward-thinking companies, on the other hand, use artificial intelligence to automate quality assurance and tailor coaching to address each agent’s strengths and weaknesses.
This infographic covers how conversation intelligence AI can help you overcome common contact center challenges.
Your Contact Center Agents Need the Right Tools to Succeed
Contact center managers and agents agree—coaching agents is an effective way to improve agent satisfaction and provide better customer service.
Effective Agent Coaching Improves Agent Satisfaction and Customer Service
Most contact center managers say they can’t analyze enough calls to evaluate agent performance accurately. There is a clear opportunity here, however—managers said that having appropriate call analytics technology is the best way to make coaching more effective.
But Many Managers Don’t Have the Tools They Need to Coach Agents Effectively
Compared to those who use manual call listening to analyze calls, contact centers that use conversation intelligence report that they analyze a higher percentage of their calls. This makes scoring more accurate since it’s based on a larger sample of calls.
Contact centers that analyze over 80% of their calls:
Contact center managers and agents agree that conversation intelligence is the fairest way to score calls. Since conversation intelligence uses AI to evaluate performance, teams can rest assured that it’s unbiased and free from human error.
Conversation Intelligence Helps Managers Provide Fairer Evaluations
Because AI scores agent performance objectively, contact center agents know that they’re receiving fair performance evaluations. This makes agents more receptive to coaching and raises their morale.
Conversation Intelligence Increases Agent Morale
In addition to improving agent coaching, conversation intelligence empowers agents to do their jobs better. Tools like Invoca automatically give agents context about the caller’s online journey before the call is connected, helping them tailor conversations to meet each caller’s unique needs.
Conversation Intelligence Empowers Agents to Do Their Jobs Better
Most of your competition will implement a conversation intelligence solution in the next year. Conversation intelligence may be underutilized in the contact center—but not for long.
The Competition Is Adopting Contact Center AI at a Rapid Rate
Leading brands use Invoca’s AI in their contact centers to automatically score 100% of phone calls, so they can evaluate agent performance more accurately and provide better coaching. In addition, they can give agents insights about each caller’s online journey to personalize conversations. This results in better agent retention, increased customer satisfaction, and higher close rates.
Leading Companies Get Results with Invoca’s Contact Center AI
Here are some of the incredible results leading companies have achieved with Invoca:
Of U.K. contact center agents report they’re “very likely” to leave their job in the next six months
28%
Of U.S. contact center agents report they’re “very likely” to leave their job in the next six months
60%
The average yearly contact center turnover rate reported by managers
60%
9 out of 10 contact center managers think their agents feel positively about the coaching they receive
Of call center agents said feedback on their call performance has a positive impact on the level of customer service they provide
86%
Say coaching has a “very positive” impact on the service they provide
65%
Said having appropriate call analytics technology is the top factor that impacts their ability to provide more effective agent coaching
61%
Said they can’t score enough calls to accurately evaluate agent performance
62%
Use conversation intelligence
30%
Contact Centers that Use Conversation Intelligence QA More Calls
Use manual call listening
13%
Use manual call listening
44%
Use conversation intelligence
60%
Contact centers that analyze over 50% of their calls:
Call resolution rate
43%
Conversation intelligence with human review
47%
The fairest method of evaluating calls is:
Conversation intelligence, AI, or other technology
40%
When asked what information is the most useful to have before starting a conversation with a customer, contact center agents said they want:
The customer‘s name
48%
What products/services they’re interested in
41%
The customer’s phone number
39%
What web page they were looking at before calling
30%
The caller’s purchase history
30%
What items were in their online shopping cart before calling
29%
What ads/promotions they saw before calling
28%
If they abandoned an online shopping cart before calling
24%
of call center managers are likely to implement a conversation intelligence solution in the next year
85%
73%
increase in company revenue over three years
6x
more likely to use scripted phrases
23%
improvement in call etiquette pass rate
2x increase
in close rate at the contact center
5%
increase in script and
sales process adherence
27%
decrease in failure to overcome caller hesitation
40%
increase in average revenue per sales call
58%
increase in agents using the proper greeting
129%
increase in agents correctly assessing caller needs
47%
increase in appointments set in the contact center
110% improvement
in sales agent close rates
50% time savings
on call quality assurance
Drove
the highest profits in company history
Increased
sales agent close rates
Increased occupancy
Contact center managers that use conversation intelligence are
50% more likely
to say their agents feel “very positively” about the coaching they receive.
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5%
increase in script and
sales process adherence
27%
decrease in failure to overcome caller hesitation
40%
increase in average revenue per sales call
2x increase
in close rate at the contact center
58%
increase in agents using the proper greeting
129%
increase in agents correctly assessing caller needs
47%
increase in appointments set in the contact center
110% improvement
in sales agent close rates
50% time savings
on call quality assurance
Drove
the highest profits in company history
Increased
sales agent close rates
Increased occupancy
73%
increase in company revenue over three years
6x
more likely to use scripted phrases
23%
improvement in call etiquette pass rate
