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[Slideshare] How To Improve Your Call Centre Agent Performance

September 4, 2018 at 9:36 AM

Common Call Centre Agent Struggles

  • High staff turnover: An industry average attrition rate of 30% applies pressure to call centres, leading to intense training requirements and a reliance on a small pool of experiences agents.
  • Data is not centralised, challenging agents to understand, interpret and communicate in the short time available to them.
  • Agents are overloaded with information, struggling to interact with the multitude of systems that they are expected to work from. 

Resulting in...

  • Missed targets
  • Low levels of motivation, low performance & high staff turnover
  • High cost of training, frequent training requirements
  • Unsatisfied or unhappy customers

What's the alternative?

  • Use Agent X call centre virtual assistant to coach and guide agents during calls, to improve call outcomes and customer experience without additional training.
  • With Agent X's brain implementing applied analytics, your call centre agents will be visually presented with data, making complex data easy to understand and use. 
  • With a personalised KPI dashboard, Agent X motivates and inspires agents to improve their performance and enables them to track their performance against targets. 

Agent X for Collections, Sales & Customer Service Call Centre Environments

Agent X brings together advanced analytics, gamification and human behavioural science to link your call centre agents with data-driven decisions. Agent X virtual assistant provides your agents with the right customer and account information at the right time to drive improved call outcomes. Details are presented in an engaging manner to ensure instant comprehension of the critical information. Agent X also motivates agents with real-times progress tracking against their targets. 

Agent X Features

  • Clear interface that hovers over open applications
  • Personalised KPI dashboard that updates after every call
  • Flexible and configurable to specific call centre requirements
  • Live feeds of data-driven recommendations and actions for each call based on customer profile and interaction history

Agent X Benefits

  • Improved call outcomes
  • Improved personalisation
  • Improved motivation, lower agent turnover and lower training requirements
  • Light technical footprint

Are you looking to boost you call centre agents performance?

Read more on Agent X or request a demo to see how Agent X can help your agents succeed.

Learn more about our Coaching Bot for Call Centre Agents

Perry de Jager
Perry de Jager
Perry has been involved in Collections and Recoveries for the past 12 years, spending time in different market segments ranging from law firms to investment companies. At Principa, Perry has worked on extended projects within both South Africa and the Middle East with some of the largest financial organisation, providing on-site consulting within the collections and recoveries space covering strategy, process, people and technology.

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Recently Principa announced their partnership with UK-based Welcom Digital. Welcom Digital’s platform Financier is one of the leading account processing platforms. Principa is now the sales and delivery partner in South Africa for Financier. We speak to Principa’s Eric Hay – a technical specialist with over 25 years’ experience with credit systems include account processing systems – who has been now appointed technical delivery head for Financier.

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  • November 11, 2019 at 2:59 PM