"I forgot the right thing to say"
Many business leaders view the contact center as a cost center. It’s true, many contact centers miss opportunities to drive revenue. Missed opportunities start with agents. In a 2020 survey of 1,000+ call center agents, agents reported the most common reason they make mistakes is because they forgot the right thing to say.
For years, contact centers have tried to address this by investing in more training and post-call tools that analyze call data. But adding more training doesn’t solve the issue of agents forgetting how to apply this live on a call. And post-call tools only tell you what went wrong after the fact – always leaving you a few steps behind.
The current system is broken
Contact Centers coach, train, and retain agents in a very inefficient way. Here’s what the process typically looks like:
You spend 3-4 weeks training new contact center agents.
You can’t be everywhere at once, so you review about 2% of calls, find mistakes, re-coach the agents, and they’ll remember all the training this time, right?! NOPE.
65% of calls are lost due to mistakes that could be prevented. Your agents are frustrated. And contact centers average 100% attrition year-over-year, so you have to start this training insanity process over again and again.
Post-Call Is Too LATE
Post-call analytic tools – like data dashboards, transcripts, and call recordings – evaluate calls after they end. Although they are helpful, they’re not enough. Here’s why.
To put it another way, imagine you are sick and need to choose a doctor. One doctor does a full diagnostic check and puts you on a treatment plan. The other only diagnoses their patients when they make it to the autopsy room. I don’t know about you, but I would choose the one who can treat me before it’s too late. Dramatic? Yes. But you get the point.
- Detects mistakes after reps lose deals
- Burden is on managers to change behaviors
- Coaching happens when managers listen to calls ~2% of the time
- Prevents mistakes before they happen
- Improves reps’ behaviors live on every call
- Coaching happens on 100% of calls
Contact centers are re-imagining what’s possible with Real-Time Guidance Real-Time Guidance
You shouldn’t have to choose between providing your agents with the guidance they need in real-time and having the data you need to continue to improve your processes and outcomes.
With Balto’s real-time guidance platform, you don’t have to. Balto has guided over 30 million phone calls and helped contact centers shift from trying to fix unsuccessful calls after the fact to empowering their agents with real-time guidance that consistently delivers better results on every single call.
Powered by AI, Balto listens to both sides of a conversation and visually prompts agents with the best things to say live, on every call. No more forgetting what to say and going through endless cycles of retraining!
Plus, managers are able to easily get insight into every call so they can understand what’s working and what’s not – without having to listen to hours of call recordings.
Your World With Real-Time Guidance
Guide 100% of your agents’ calls and see these results.
Don’t just take our word for it
Hear from the people who use Balto to close more revenue and consistently deliver an exceptional customer experience, on every call.