Improving your call center agents’ performances is critical to a successful call center
Call center coaching is just one way Scottsdale, Arizona based company Sage Advantage works to help you improve your call center’s performance. Your call center plays a vital role in your company and can have an impact on customer retention and sales. At Sage Advantage, we help improve your call center agent’s skills, as well as the coaching skills of your supervisory staff.
We focus improving three aspects of your agent’s performances
Our call center coaching focuses our training on three specific areas that have a lasting impact on your call center’s service. First, we work on your agents’ listening skills. When dealing with an upset customer, listening is an essential part of helping solve their problem. If the customer feels they have genuinely been listened to, they will feel more valued and more at ease with the agent handling their inquiry.
We also focus on agents’ engagement. Engaging with the customers is part of active listening. By engaging with customers when they call, whether with a general inquiry or with a concern, it can enhance the customer service experience they have with your company.
Lastly, our call center coaching focuses on problem solving skills. Helping agents feel empowered to solve a customer’s problem can help get the issue resolved quicker, leaving you with a happier customer.
Our call center coaching can also improve your supervisor’s training skills
With Sage Advantage, you’ll get a dedicated quality manager to help review your calls, suggest training tools, and help identify high performers in your call center.
Your quality manager will review agents’ performances for accuracy and quality of service. They will then meet with your call center supervisor to go over their review and develop an improvement plan for those who need it, while also recognizing high performers. By creating an improvement plan with your supervisor, they will develop their training skills as well.
There are many benefits of call center coaching
Call center coaching not only improves your call center’s performance, but it also has other benefits as well. It can improve the customer service your agents provide to your customers which can lead to increased sales and improved customer retention as well.
Call center coaching based in Scottsdale, Arizona
Scottsdale, Arizona based company Sage Advantage knows the importance of call center coaching. Offering benefits to you agents, supervisors, and customers, coaching is critical to your call center’s success. To learn more about our coaching services, or other services we offer to improve your call center’s performance from Evaluate Quality, a company founded by Sage Advantage, be sure to contact us today. We look forward to helping you achieve your goals.