Sunbury-on-Thames based Storacall has launched Perspective – a software package that helps trainers and supervisors to improve call handling and customer service through live support, monitoring and real-time coaching of agents.
The company says this launch has come in the nick of time for an industry that is feeling the pinch from budgetary scale backs and increased customer expectations.
Last year in an industry-wide attempt to drive down costs, the average induction time for a call centre worker fell from 36 to just 21 days. As a direct result customer service levels have fallen and resolution rates – the number of calls where a customer query is resolved to mutual satisfaction – are running at an all time low at just 50 percent.
Storacall’s new Perspective solution will assist call centre managers by providing them with improved control of staff, reduced complexity and faster response and resolution of escalating sessions, which, in turn, should lead to an increase in the number of successful outcomes.
The solution provides powerful tools to manage and train agents during the novice induction phase as well as delivering ongoing mentoring and support thereafter. Features include training material broadcasting, the ability to conduct live group training from the agent’s desktop and real-time supervisor monitoring and support as well as whisper coaching and remote control of agent desktops.
On average, UK call centres spend £9,000 on training and development per agent. Even for a small call centre of fewer than 10 operatives, this figure represents a huge ongoing outlay. And yet staff retention is one of the biggest challenges facing the industry today. Inadequate or rushed training frustrates both call centre workers and customers. As a direct result, call centres have a high rate of ‘churn’.
Perspective can help reduce churn rates by making training more effective, helping to build confidence among staff and improving job satisfaction.
Storacall Managing Director Graham Leighton commented, “Initial trials of Perspective have shown improvements in customer service levels and in job satisfaction among agents. These two go hand in hand for maintaining staff moral and reducing training and HR costs.”
Storacall is confident that the solution will not only deliver a rapid return on investment, it will continue to pay for itself many times over.
As Graham Leighton says, “Perspective will have the same impact on driving down call centre running costs that ACD systems had in the 90s. Only this time around with an improvement in customer satisfactions levels.”