Published: March 02, 2017 | Comments
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.
Call center compliance technology can make the onboarding process much simpler. Instead of teaching every policy and procedure, these technologies enable agents to follow complex conversational processes and deliver perfect information on every call. In the onboarding and training process, trainers teach new agents how to use a simple tool rather than the complexities of each call type and scenario.
Contact centers spend significant time and money training agents to consistently and accurately deliver required information. Despite this investment, human failure can still lead to legal liabilities, fines, defects and customer dissatisfaction. Technology ensures that every customer gets the right information, including an accurate disclosure statement, one hundred percent of the time.
Another part of new hire onboarding in the contact center involves teaching agents how to handle sensitive customer data, including PCI compliance when handling credit cards. How do you make sure no sensitive information is leaving your building? Do you ban paper and pens? Do you enforce a mobile device restriction and, if so, how do you enforce it?
Again, call center security technology can mitigate security concerns by eliminating the need for agents to hear or handle any sensitive data. When information like credit card numbers, birth dates or social security numbers need to be gathered, customers enter it on their phone keypad. The agent sees dots on their screen and hears monotones as the information is entered. This sensitive data is never seen or heard by the agents or your call recording systems.
With call center technologies, training is no longer focused on compliance and security and instead focused on the nuances of delivering a great customer experience.