All posts by Anne Morales

Many trainers, team leads, and operations managers often struggle to provide the right feedback to agents. Feedback leads directly to coaching. Coaching is an art and while Quality Assessment solutions show what needs addressing there is no answer as the how to fix things, until now. But let’s step back. In the capacity of managing a contact center, providing feedback during training emerges as a crucial aspect of these roles. The consistent provision of quality feedback since their onboarding aids agents in enhancing their performance, staying aligned with their objectives, and ensuring the accomplishment of business goals on the floor. 

In fact, in a McKinsey Global Survey, 68% of respondents indicated that continuous coaching and developmental feedback can have a positive impact on an individual’s performance. For an individual striving to excel as a contact center manager, possessing the skill to provide impactful feedback within the contact center becomes imperative. This skill not only bolsters the team but also reinforces desirable workplace behaviors. 

In the context of training, the importance of constructive feedback cannot be overstated within a call center setting; it stands as a cornerstone for achieving success. By maintaining a steady stream of genuine communication centered around agent performance, feedback can play a pivotal role in facilitating skill enhancement. 

What to Do When Providing Feedback is A Challenge 

In a bustling contact center environment with numerous seats, providing personalized feedback to each individual agent can prove to be a challenging endeavor. The sheer scale of operations, coupled with the unique learning needs of each agent, makes the task of tailored feedback delivery a complex one.  

As supervisors strive to offer meaningful insights and guidance to agents, the limitations of time and resources become evident. However, navigating this predicament presents an opportunity to leverage advanced solutions. Exploring alternatives like technology or AI-powered training and coaching can alleviate the challenge of delivering personalized feedback.  

These cutting-edge approaches have the capacity to analyze performance data at scale, identify individual training gaps, and offer tailored suggestions for improvement. By embracing technology-driven solutions, contact centers can transcend the constraints of manual feedback delivery and embark on a path to more effective, efficient, and targeted agent development. 

Moreover, embracing technology can usher in a transformative shift, allowing you to revolutionize and elevate your training feedback process in multifaceted ways. By integrating modern tools and platforms into the training regimen, companies can unlock many advantages that can significantly impact the effectiveness and efficiency of feedback mechanisms. 

Automated Role-Play Equals Personalized Feedback 

AI-powered training and coaching represent a transformative advancement in the realm of agent development. At the forefront of this innovation is SymTrain’s automated role-play, an intelligent solution that ushers in a new era of personalized guidance.  

By seamlessly integrating automated role-play into the training or coaching process, SymTrain bridges the gap between performance assessment and skill enhancement. Its real-time capabilities allow for immediate identification of skill gaps as they arise, empowering supervisors to provide timely and relevant feedback that is precisely tailored to each agent’s needs. This level of specificity ensures that agents receive guidance that directly addresses their areas of improvement, fostering a more efficient and effective learning journey. 

One of the standout advantages of AI-powered coaching is its ability to enhance First Call Resolution (FCR) performance. With Coach Sym, the feedback loop becomes a dynamic mechanism for boosting FCR rates. By identifying recurring challenges in customer interactions, the AI-driven system facilitates the development of targeted training modules that address these pain points.  

Agents Report 2X the Confidence 

The ability to quantitatively assess the competence and confidence levels of the workforce is possible with the integration of SymTrain. By analyzing the agent’s performance as many times as needed, managers will gain a holistic understanding of agent performance. This newfound insight enables them to provide targeted and data-backed feedback, addressing specific areas for improvement and acknowledging achievements in real-time. 

As this data-driven feedback loop tightens, a notable synergy emerges between enhanced competence and bolstered confidence and engagement among agents. A Gartner report shows that disengaged reps are 84% more likely to look for a new job. For that reason, it is important that the synergy is further amplified by the implementation of personalized coaching and training modules, which focus on bridging identified skill gaps and creating employee engagement.  

This comprehensive approach to development instills a sense of accomplishment and proficiency within agents, effectively doubling their confidence levels when they transition to live operations. The measurable impact is undeniable: agents who undergo this empowered development journey exhibit a remarkable 2X increase in confidence as they embark on their roles on the contact center floor.  

Ultimately, this transformative feedback mechanism not only shapes agents into more adept professionals but also cultivates a culture of continuous improvement and confidence that resonates throughout the entire contact center ecosystem. 

Why is it that a surprising number of contact centers persist in relegating customer service excellence to an afterthought?

Is it the expense of improving training delivers little in return? Or perhaps expertise to deliver amazing training? Or is it that; well, what do you think? Frequently, many of these operations lean on minimal call center availability or a rudimentary survey, channeling their primary focus towards customer acquisition. 

Yet, the repercussions of this approach are profound, revealing a disinterest in the very individuals who underpin these enterprises. When customers encounter hurdles or frustrations in their attempts to engage with a brand, or when support teams lack the tools to effectively address their inquiries, they are more likely to explore alternative options. 

In the contact center industry, customer service surpasses mere issue resolution; it now stands as a pivotal factor in both attracting and retaining customers. Exceptional customer service cultivates brand trust, with a substantial 38% of customers affirming its substantial influence on their perception of brands they engage with regularly, according to a survey by PwC. 

To usher in a new standard of customer service, companies must prioritize the preparedness of their support teams to navigate a wide array of queries and challenges. This imperative commences with a robust customer service training program, one that equips team members with the essential skills and knowledge to excel. 

3 Training Techniques for Great Customer Service 

According to SHRM, approximately 20% of turnover occurs within the initial 45 days. That number alone proves that an efficient onboarding with a lot of practice is more than crucial to retain talent. If talent doesn’t feel knowledgeable and supported from day one, they will leave. If they go, how can you provide top of the line customer service?  

For that reason, here are some ways to deliver great training and at the same time build confidence in the workforce.  

Engage in Dynamic Role-Playing Scenarios for Skill Enhancement and Practice 

Regular role-playing has long been a staple of customer service training, providing a hands-on approach to honing communication and problem-solving skills. In these scenarios, support team members assume different roles to simulate real-world interactions, allowing them to practice effective responses and strategies. 

Furthermore, when embracing the evolution of customer service, the adoption of automated role-play solutions such as SymTrain, emerged as groundbreaking and exceptionally efficient options. This innovative approach transcends the limitations of traditional role-playing scenarios by leveraging technology to simulate real-life interactions.  

Automated role-play offers a dynamic platform where support team members can practice and refine their skills in a controlled yet lifelike environment. This not only enhances their problem-solving abilities and adaptability but also ensures consistent and standardized training across the board.  

Moreover, the flexibility of automated role-play allows for personalized learning paths, catering to individual strengths and areas for improvement. As a result, companies stand to reap the benefits of a well-prepared, confident support team capable of delivering exceptional customer experiences. 

Elevate Insight and Learning With Job Shadowing  

The practice of job shadowing emerges as another transformative learning tool. By setting up job shadowing opportunities, seasoned team members can guide newcomers through real-time interactions, offering invaluable insights into handling diverse customer scenarios. This immersive experience not only bridges the gap between theoretical training and practical application but also fosters a deeper understanding of the customer journey.  

Job shadowing instills confidence in new hires, helping them assimilate into the dynamic environment of contact centers with a well-rounded perspective. 

Build a New Hire Mentor Program  

Welcoming new hires into the realm of contact centers takes a progressive turn with the implementation of a dedicated buddy or mentor program. This innovative approach pairs incoming team members with experienced mentors, fostering a supportive environment for skill acquisition and integration.  

Through one-on-one guidance, new hires receive personalized attention, gaining insights into best practices, processes, and the company culture. The buddy program not only accelerates the learning curve but also nurtures camaraderie and teamwork, strengthening the foundation of a collaborative and efficient contact center ecosystem. 

Through the synergy of these elements, contact centers can really enhance the way team members are prepared and nurtured. As these components harmonize, they usher in a new era of customer service excellence where every interaction is handled with proficiency, empathy, and a commitment to delivering exceptional experiences. The contact center landscape is thus transformed, not merely as spaces of transaction, but as hubs of genuine customer engagement and satisfaction. 

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Failing to adequately prepare for training in a remote context is creating problems for many companies. According to Forbes, in 2023, 12.7% of full-time employees operate remotely, with 28.2% adopting a hybrid work arrangement. 

Does this sound familiar? How are you addressing WFH onboarding? 

Furthermore, 32.6 million Americans will work remotely by 2025. As with many fields, the widespread transition to remote work has fundamentally reshaped the context of the contact center industry. This transformation has brought forth a set of intricate challenges for both leaders and agents. At the forefront of these challenges lies the imperative task of adeptly training agents within the context of a remote work environment.  

The Complexities of Remote Agent Training 

• Limited Situational Learning: We all know Role-Plays are THE #1 way to embed confidence and competence. Remote agents contend with a scarcity of genuine manager and peer interactions, which hampers their ability to learn from colleagues, amass practical experience, and evolve into self-assured, high-performing agents. The spontaneous exchange of knowledge is no longer viable, and the isolation experienced by many agents has hindered their progress. 

• Accelerated Learning at a Distance: Traditional methods for remotely training new agents proved ineffective, protracted, and arduous. The customary extensive group or 1:1 training and support that previously expedited agent proficiency vanished within a remarkably short span. 

• Supervision and Feedback Challenges: Overseeing remote agents and furnishing prompt feedback has become notably sluggish, unwieldy, and substantially more demanding compared to the centralized office setup. The dearth of timely feedback adversely affected agent performance and their prospects for enhancing skills. 

• Scarcity of Real-World Scenarios: Numerous contact centers previously orchestrated in-person, lifelike customer interaction simulations to train agents prior to the advent of remote work. However, these ad-hoc solutions proved largely ineffective, leading to the shelving of many programs due to subpar training outcomes and an incapability to achieve efficient scalability. 

Notwithstanding, if done correctly, these challenges can be effectively addressed and used as an advantage, since remote training and working can have a positive impact on engagement. A McKinsey Survey showed that if given the opportunity for flexible or remote work, 87% of individuals would choose to embrace it.  

In that context, SymTrain places itself at the forefront of revolutionizing virtual training and therefore boosting remote work, introducing a paradigm shift in the realm of effective scalable training at a distance. 

SymTrain’s Advantages to Scale Automated Role-Play in a Remote Set-Up 

Additional to the following benefits, since it functions as and SaaS offering, the SymTrain platform is accessible to end-users through standard web browsers. This accessibility empowers teams across the globe to harness the solution’s advantages without necessitating extra IT support. 

A Streamlined Framework for Training Excellence 

SymTrain introduces a groundbreaking feature in the form of a streamlined training framework. This innovation not only ensures heightened consistency in criteria and feedback but also establishes a unified standard of achievement for all employees. The platform is perfect for remote environments since it facilitates progress comparison at both individual and group levels at a distance, enabling precise identification of areas for improvement based on standardized benchmarks. 

Time and Cost Optimization in Training 

SymTrain yields significant time and cost benefits. Remarkably, this transformative solution liberates training departments from exhaustive labor-intensive tasks. The time once dedicated to repetitive role-plays, performance evaluations, and feedback sessions is now liberated through automated processes that can be created and monitored at a distance.  

This empowerment permits trainers to focus on impactful activities that elevate overall performance. Through its AI-guided mechanism, SymTrain encourages employees to immerse themselves in skill-enhancing simulations, driving preparedness for real-time interactions. The creation of a Sym library further fortifies ongoing training, scalable for businesses of all scales. 

Empowering Employee Growth through Self-Paced Proficiency 

Empowering a diverse and remote team with varying learning paces can be complex. SymTrain surmounts this challenge with automated role-plays, fostering individualized support. Participants can immerse themselves in lifelike scenarios at any time anywhere, iteratively refining their skills. This autonomy to learn at a personalized pace nurtures confidence and proficiency among a broader spectrum of employees. 

SymTrain’s Role in Continuous Advancement 

Although it is also great for new-hire training, SymTrain’s prowess extends to continuous development. Automated role-plays can be swiftly deployed to your entire customer experience or sales team from a distance, catering to immediate training needs and upskilling initiatives.  

The platform becomes a catalyst for large-scale dissemination of annual HIPAA compliance training. The enduring value lies in the Sym library, an ever-accessible repository for practice and review. Quick-hit role-plays serve as targeted skill reinforcement tools, ideal for ongoing optimization. Furthermore, SymTrain adapts seamlessly to evolving processes and products, offering a digital infrastructure that elevates performance through effective and scalable training. 

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Can you visualize cutting speed to green in half? How about lowering 90 day attrition by 35%? Would cutting retraining by 75% help?   

Speeding systematic high performing agent onboarding holds the key to addressing a major concern confronting modern contact centers: employee attrition. A special report by Contact Center Pipeline reveals that over a quarter of contact centers grapple with substantial attrition rates, even in the first 90 days, leading to issues such as prolonged call queues, decreased average handling time (AHT), and ultimately, a drop in customer satisfaction (CSAT) levels.  

That is the reason why innovative brands with strong L&D teams have started to look for ways to bridge staffing shortfalls arising from attrition, ensuring the seamless flow of business operations. To tackle any of these evolving obstacles, a burgeoning range of inventive onboarding and training solutions has emerged, aimed at expediting the learning curve and swiftly orienting new hires.  

Amongst those, automated role-play is one that easily provides tailor-made, immersive learning journeys, empowering agents to rapidly grasp the expertise required for effective customer interactions. 

5 Ways SymTrain’s Automated Role-Play Accelerates Speed to Proficiency and Onboarding  

The SymTrain solution automates audio transcription, sentiment analysis, and content generation, enabling users to swiftly produce and launch top-notch Syms. Five effective ways to use this advantage to accelerate speed to proficiency are:  

Adaptive Learning Pathways  

SymTrain tailors learning pathways based on individual progress and identified areas of improvement. This adaptability ensures a personalized and efficient learning journey, allowing to roll out new processes and resolve communication challenges within hours, culminating in quicker proficiency attainment. 

Immersive Real-Life Rehearsal Environment 

SymTrain offers an immersive environment for new hires to rehearse authentic customer interactions, fostering swift confidence-building and skill development. With the platform, leaders and trainers can create “new training” from call recordings, audio upload, or direct record. This preparation surpasses traditional methods, enabling quicker readiness for real customer engagements. 

Instant Performance Feedback 

Through simulation training, real-time feedback on performance aids new hires in promptly recognizing and rectifying errors. SymTrain curbs the development of unfavorable habits and expedites the learning curve, building confidence and competence. 

Iterative Mastery 

Symtraining enables new hires to repeatedly rehearse diverse customer scenarios, cultivating mastery over the essential skills. Practicing a wide spectrum of scenarios fosters muscle memory and allows “Speed to Green” in 30% less time, with no nesting, leading to swifter and more adept on-the-job performance. 

Insights from Data Analytics

Symtraining tracks vital performance metrics like specific keywords, tone and confidence, allowing agents to achieve an increase of CSAT that can reach 12-15%. By leveraging this data, areas necessitating supplementary training or support are pinpointed, guiding adjustments in the onboarding process orchestrated by contact center leaders. 

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For every Business Process Outsourcing (BPO) company, the need for agent retraining is a recurring challenge with a notable impact on profitability. Replacing and retraining agents who leave is resource-intensive and costly, especially because BPO companies often do not receive compensation for retraining, involving the replacement of agents who quit with fully proficient agents to maintain headcount. In today’s competitive marketplace, it has become customary for BPOs to bear 100% of the replacement and retraining costs due to attrition among agents. 

When an agent departs during week 3 of training, the consequences are twofold. The BPO loses all production revenue generated by that agent, and they must initiate the recruitment process anew, involving hiring, onboarding, and provisioning, alongside covering 100% of the expenses to replace each attritted agent. What’s more, this setback resets the clock on revenue attainment. It’s a significant problem! 

This is why SymTrain has forged a partnership that is reshaping the rules of agent retraining. Our BPO Partners are not only saving millions of dollars related to retraining but also simultaneously creating an entirely new revenue stream. What is currently the most substantial drain on your BPO’s margins can potentially become a profit center in the near future. 

Retraining = The killer costs of agent attrition 

For BPO companies, agent attrition is a relentless financial drain, involving not only retraining costs but also enduring downtime as agents are diverted from their regular duties. The departure of experienced agents results in: 

1. Recruitment Costs: Finding suitable replacements is time-consuming and expensive, involving job postings, interviews, and hiring processes. 

2. Training Expenses: New agents must undergo comprehensive training, which includes classroom sessions, workshops, and role-play exercises that are almost always paid for by our BPO partners. 

3. Loss of Productivity: The gap between an agent’s departure and a new agent’s readiness leads to reduced productivity, affecting client satisfaction and revenue. 

4. Diminished Agent Performance: New agents often take time to adapt, leading to errors and lower-quality service, which can harm client relationships. 

The Transformative Partnership 

Introducing SymTrain, an innovative provider of simulation-based training solutions. Recognizing the need to mitigate the financial impact of agent attrition, SymTrain developed a groundbreaking BPO Partner program that harnesses its cutting-edge technology to address this long-standing challenge while delivering a solution that allows BPOs to profit from its implementation rather than incurring additional expenses. 

SymTrain’s simulation-based training leverages artificial intelligence, machine learning, and data analytics to craft immersive, lifelike scenarios directly from your call recordings. Agents now have the opportunity to engage in hyper-realistic role-play exercises that closely replicate actual client interactions, significantly enhancing learning outcomes. For every 1,000 agents that a BPO must replace and retrain, they save a substantial million dollars or more with the following: 

1. Greater Retention: Simulation-based training captivates agents’ attention and deepens their understanding of their roles, leading to increased retention. As a result, there’s a reduced need for frequent retraining due to attrition. 

2. Faster Learning: The immersive, scenario-based training approach accelerates agents’ learning curve. They become proficient more quickly, minimizing the downtime associated with new hires. 

3. Reduced Resource Costs: Automation and simulation-based learning reduce reliance on physical resources such as classrooms, trainers, and printed materials, resulting in substantial cost reductions. 

4. Improved Agent Performance: Agents who emerge from simulation-based training are not only better prepared but also more confident and capable. This translates into higher-quality service, client satisfaction, and fewer errors. 

Beyond Cost Savings: Creating a Profit Center 

The benefits of this partnership transcend cost savings. By embracing simulation-based training, a BPO nurtures a client-centric culture where agents are better prepared to handle real-world scenarios, adapt swiftly to evolving client demands, provide higher-quality service, and minimize errors. The enhanced performance of agents leads to improved client satisfaction, client retention, and referrals, further bolstering revenue. 

BPO clients have noted a significant enhancement in service consistency and responsiveness, reinforcing the value of this innovative approach. Simulation-based training has not only proven to be a financial boon for BPOs but has also transformed their agents into highly skilled, adaptable, and customer-focused professionals who are motivated to retain their positions and grow. As BPO companies worldwide grapple with attrition-related challenges, innovative solutions like SymTrain are emerging as the key to enhanced profitability and operational excellence.  

Combine these outcomes with a BPO-centric partnership designed to establish a profit center rather than a cost center, and teaming up with SymTrain becomes a seamless addition to your tech stack. 

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At what expense and benefit?   

The allure of AI has been hitting contact centers for a few years with the promise of replacing headcount and replacing processes. One instance where this promise has come into fruition is AI driven results in quality assurance. Adopters may now analyze every call instead of 1% or 2% of them.  

However, such a tool comes at a significant cost. There are other areas where AI has created significant buzz without many noteworthy results such as automated chatbot responses. We anticipate these obstacles will be overcome but require a deal of work to get there. 

Where AI is really making an impact is in helping your agents perform better. The only technology which has exposed this value proposition to date is SymTrain. The tools delivered by SymTrain automates coaching and role play exercises to help coach agents based on their actual job performance and call recordings. Agents are trained by rehearsing scenarios which mirror the type of customer interaction faced while in-role. Additionally, these solutions are used by managers.

As with any investment in new technology one of the most important points of analysis is Return-on-Investment. SymTrain has developed a method of calculating the ROI based on various industry specific factors.  

This calculation requires a benchmarking effort based on the cost of the total agent population including both direct employees and your BPO resources. After determining the total span of control that includes all team leaders, supervisors, managers and directors, one must factor in various operational costs and synergistic savings.   

These calculations will give you total loaded costs for each agent, and you can differentiate for a $15/ hour employee costs $25/ per hour while a $15/ hour BPO agent may only cost $18 or $20 along with a standard cost for managers, facilitators, SMEs, and team leaders. 

To complete the benchmarking exercises, you must consider the following:   

1. Starting with coaching you need to determine what the current coaching cadence is for each employee and total employees. How many coaches, managers, team leaders, SMEs, or facilitators are dedicated to coaching, and what is the related time and cost associated with these efforts along with impact of total improvements across the board from coaching. 

2. For training purposes, it is essential to assess your existing process for each employee, cohort, or class, as well as the collective data for all employees. Additionally, you should determine the average duration of onboarding training, the typical class size, the total number of annual classes, and the projected number of new hires, factoring in in-class attrition (30-, 90-, 180-, and 360-day attrition) as well as any anticipated growth due to business expansion or seasonal demands.  

3. For assessment you need to determine total resumes, phone screens, interviews, offers, and 1^st day arrivals required to maintain capacity planning requirements and the current cost to deliver.   

Once you’ve achieved benchmarking, gaining insight into how SymTrain reduces costs, enhances performance, and contributes to the business requires the following: 

1. Coaching: Have we improved performance across the board, reduced 90-day, 180-day, and 360-day attrition, while subsequently increasing supervisor span of control? 

2. Training: Have we reduced onboarding training days to proficiency? 

3. Assessment: Have we reduced no shows, increased non acceptances, and improved good onboarding attrition with early-applicant-testing? 

Conducting a comprehensive analysis lays the foundation for measuring the impact of SymTrain on your business. 

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As the workforce transitions to remote and hybrid environments, many companies are facing the challenges of how to adapt their training programs. One way that SymTrain is transforming virtual training is by offering more effective coaching at scale.

A Standardized Approach to Coaching

One of the most valuable features of SymTrain is that it creates a standardized approach to coaching. In addition to offering more consistency in the criteria and feedback, it develops and holds all employees to the same standards of achievement. SymTrain also allows you to compare progress for the individual or across a larger group. Once you have the baseline requirements, it is easier to pinpoint improvement areas.

Reduction in the Time and Cost to Train Employees

The time and cost benefits are important factors that make SymTrain so effective. SymTrain saves your training departments hundreds of hours in labor costs. Trainers no longer have to dedicate as much time to practicing role-plays, reviewing performance, and giving feedback since it is automatically generated. They now have more time to focus their energy on efforts that have a greater impact on overall performance. And since it is an AI-guided training, your employees can log as many hours as needed to practice different Syms. Each time they engage in realistic work scenarios and practice the skills required for their position, the better prepared they will become to handle live calls. Once you create your Sym library, you also have access to one more resource for ongoing training. This adds immense value to your training program. And with no limit to the number of users, it is easily scalable for companies of all sizes.

Self-Paced Practice for Skill Mastery

SymTrain also provides many advantages for your employees. It can be difficult to manage a team that learns at different paces. However, automated role-plays help to overcome this obstacle and provide one more tool to support them. For those who require more practice, it gives them real-life scenarios they can run through as many times as necessary. Allowing people to work at their own pace builds confidence and leads to skill mastery for more of your employees.

An Effective Platform for Ongoing Training

Although the emphasis is focused on new-hire training and the onboarding process, SymTrain offers an effective platform for ongoing training as well. With the automated role-plays, you can roll it out to your entire CX team when you require immediate training or upskilling. And, you can quickly deliver annual HIPAA compliance training across large groups of agents. And don’t forget, you are creating an entire Sym library which can be revisited and practiced whenever refreshers are needed. Utilizing quick-hit role-plays to highlight a single aspect of training is another excellent way to reinforce skills. And, you can always create new training programs when you implement a new process or product. Having a digital tool like SymTrain at your disposal allows you to optimize performance and offer more effective training at scale.