Good contact center results are built on good contact center processes, but excellent contact center results require processes that are continuously improving, and results you can measure precisely.
That was the goal when we launched iCoach, the proprietary coaching and performance platform we embedded into our system last year. iCoach enabled us to transform an already industry-leading learning and development process into an industry-leading, AI-powered system that streamlined the process for significantly more efficient, effective and targeted coaching sessions and performance tracking.
The results show significant improvement in on-the-job performance. For one client, the average handle time of calls fell by approximately a minute across the account. Other metrics also showed dramatic improvement, including:
Here’s how iCoach and Iterum’s learning and development process worked to create such significant performance improvement across industries that included travel, healthcare, and telecommunications.
With the ability to capture performance metrics in near real-time and issue alerts when a metric is trending downward, iCoach means supervisors no longer have to manually track performance metrics to identify where additional coaching is needed. Instead, iCoach alerts them to issues and prompts them to create a coaching plan with specific goals and deadlines.
“That 10 percent drop (in average handle time) can represent, 5, 6 or 10 FTEs that the client doesn’t need any more.”
–Iterum Learning & Development Director Geraldine Trujillo
For example, if the average handle time of an agent’s calls trends upward for three consecutive days, iCoach triggers an alert. The supervisor will then create a coaching plan, establish achievable goals, and begin listening to calls to try to determine what is causing the increase in time.
iCoach keeps the alert open until it is resolved and grades the coaching plan to ensure its effectiveness.
It’s a system that has had a dramatic effect on both agents, supervisors and clients, says Learning & Development Director Geraldine Trujillo. For clients, Trujillo says, a 10% decrease in call time goes straight to the bottom line. “That 10 percent drop can represent, 5, 6 or 10 FTEs that the client doesn’t need any more,” she says.
For agents, better training reduces job turnover and improves job satisfaction. Supervisors have recouped hours of time they can use to dig deeper into agent performance and create targeted training into the nuances of good communication, active listening and critical thinking skills.
iCoach, Trujillo says, has accelerated the learning curve and reduced the amount of time it takes agents to reach proficiency by as much as 30 days over the course of a year.
Agent learning and development is the heart of good contact center results and at Iterum Connection, it has always been central to our mission and our values. iCoach has enabled us to turn our commitment to continuous improvement into a training process that is both streamlined and tailored to ensure that every agent has the skill, the support and the tools they need to provide a high-quality human experience across every call.
It has also allowed us to create training sessions that ensure that our processes align with the business goals and unique customer journey of each client. With iCoach, training sessions mirror the real experience to a degree that was not possible before.
At Iterum Connections, we have built our success on human talent. With the addition of iCoach, we have a sophisticated and embedded system of training and performance support that lets our team members do what they do best –– and do it even better.
Learn more about our solutions for efficient and high-quality outsourced contact center support, including iCoach, the proprietary training and performance platform directly embedded into our services with no added licenses required.
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