The Need for Skills Management
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IMPROVED AGENT PERFORMANCE
Higher skilled agents sell more products and serve customers more efficiently - so it is critical agent skills are managed through regular assessment and training.
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IMPROVED EFFICIENCY & REDUCED COSTS
In contact centres today agent skills assessment is often carried out using a combination of paper questionnaires and observational feedback from team leaders. There are a number of key problems associated with this;
- It is difficult to ensure there is an even standard of answer evaluation, assessment and observational feedback across the contact centre and multiple locations.
- The process has to be repeated on a regular basis to accommodate new agents and new product launches.
- The only way to properly judge the success of training given to agents post assessment is to repeat the whole process all over again - further increasing the amount of resource and time required.
- Collating and analysing agent assessment results is extremely time consuming - and performance suffers if agent skills gaps and training needs are not identified and remedied quickly.
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OPTIMISED SKILLS BASED ROUTING
Many contact centres today are prevented from implementing the most effective Skills Based Routing solution because they do not have accurate agent skills data - and the time and resources required to keep agent skills information updated is prohibitive.
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