ST. LOUIS, Jan. 14, 2021 /PRNewswire/ -- Balto, the leader
in real-time guidance for contact centers powered by AI, today
released results of a survey - "Why Agents Fail: A Contact Center
Survey for Understanding Mistakes During Calls" - that explores
reasons for contact center agent mistakes and what resources would
help them be more effective in their jobs. Human error - not
lack of training - is the most common reason, according to more
than 1,000 agents polled by Centiment in the largest survey of its
kind.
There are approximately 39,000 contact centers and 3.5 million
contact center agents in the U.S. who are often on the front lines
of generating revenue and delivering a high-quality customer
experience for their companies. The global pandemic caused a
dramatic shift, as a majority of these agents were forced out of
contact centers, where they were surrounded by supportive peers and
managers, to work independently at home. Even though call centers
leverage post-call analytics to help agents improve their
performance, these tools are not useful while agents are on a call
because they don't provide visibility into what is not working
until the call is over.
"Balto's survey confirms what we've all known intuitively for
years: In the heat of the moment, sales and service agents often
forget the right things to say, and it costs contact centers an
immense amount of money. Agents that use real-time guidance perform
better because they're always acting on their training and avoiding
preventable mistakes that ruin phone calls," said Marc Bernstein, Balto's CEO and founder.
"Scaling out excellent performance to the masses is the biggest
revenue opportunity contact centers have had for over a decade, and
real-time guidance uniquely tackles this issue."
The survey revealed:
- 66% of agents reported that the primary reason they make
mistakes on a call is human error, including forgetfulness, nerves
and boredom. Almost one-quarter of agents said they forgot the
right things to say.
- 83% of agents said that company-provided training is their most
helpful training tool.
- Agents were 2x more likely to attribute their mistakes to
forgetting (24%) than lack of training (12%).
- Agents at larger companies (1,000+) forget the right response
8% more than those at smaller companies.
Overcoming Agent Forgetfulness with Real-Time
Guidance
Feedback collected in the survey underscores the importance of
providing agents with the guidance they need during a call, rather
than afterwards. As call centers continue to invest in training and
technology, they must consider which tools will be most effective
in solving this problem.
Balto's Real-Time Guidance platform addresses this problem head
on, using artificial intelligence (AI) to guide customer
conversations and enable agents to execute on best practices at all
times. The platform also helps contact center leaders by delivering
instant insights into agent performance, win rates and trends, so
they can quickly make changes to deliver better results.
Call centers run by organizations like eHealth, Empire Today and
National General Insurance are achieving tangible results with
Balto's Real-Time Guidance solution. Overall, Balto's clients have
been able to increase conversion rates by up to 35%, get agents up
to full production 75% faster and improve average handle times by
90 seconds.
For a deeper dive into the survey results and to learn more
about the best steps for contact center success, download "Why
Agents Fail: A Contact Center Survey for Understanding Mistakes
During Calls."
About Balto
Balto is the leader in Real-Time Guidance for contact centers.
Powered by AI, Balto's software solution evaluates both sides of a
phone call and instantly delivers critical information that enables
agents to perform at the highest level humanly possible. With
Balto, contact centers deliver world-class customer experiences,
increase conversions and decrease agent ramp time. Current
customers include contact centers in sectors such as insurance,
telecommunications, retail, financial services and healthcare. For
more information, visit balto.ai.
View original
content:http://www.prnewswire.com/news-releases/human-error--not-training--is-1-cause-of-contact-center-agent-mistakes-new-balto-survey-reveals-301208740.html
SOURCE Balto