Efficient Coaching

almato the response to challenges in customer service Tubingen regards quality monitoring, October 21, 2010 results from the current benchmark study by profiTel Consultpartner book, under which those responsible in the contact center are the continued high cost pressure. Victims are thus especially the agents compared to 2006 suffered some significant income by up to 20 percent. The expenditures on the other hand, however, for the training of agents and quality assurance around 12 percent. According to the almato GmbH, but combined monitoring and coaching solutions offer enough potential to improve the quality in the contact center and reduce costs without the staff to save money. The study of profiTel shows that the quality awareness of decision makers in the contact center has increased noticeably in recent years. The increased spending for basic training, advanced training and quality assurance are an indication. To enable this despite increasing cost pressure, however, was among others on the salaries of agents part firmly saved”, explains Peter s.

Hall, Managing Director of almato GmbH in Tubingen. This sustainable improvements in quality customer service by coaching and continuous quality monitoring does not necessarily with higher costs. Through the use of appropriate processes and systems are possible even with shrinking budgets more effective coaching and more precise quality monitoring.” In many contact centers, quality monitoring and coaching are considered but often still separately. The technical process on the one hand, the personal instructions on the other side. The integration of both areas offers much more than the sum of the two parts according to the almato GmbH but. Here, coaching is the best way to lead agents successfully, and to motivate to premium services. The monitoring system accurately identifies the Coachingbedarf, then measure the progress and initiates automatically more, individual coaching measures. IT-supported Coaching solutions allow team leaders, perform daily personal coaching, without neglecting other tasks,”says Peter s.

Hall. The core of such a system is individual feedback. Each employee therefore exactly know what to do is, to be successful. Additionally, the agents get evaluations containing the recordings of customer interactions, training videos and important corporate, contact center and customer information. The automatic provision of this data from the quality monitoring through a browser-based application directly at the agent’s workstation is particularly user friendly, since the agents with such user interfaces are familiar. Integrated solutions where the findings of the quality monitoring directly in individual coaching will be transferred, focus not only on numbers, but also on so-called soft factors. While the number and duration of customer interactions play a role, but they still are with other service factors such as the Customer satisfaction and sales orientation linked to obtain meaningful results. Thus not only reducing costs significantly, but sales also benefited.” About almato: Almato GmbH offers innovative solutions, the customer service center is put in a position to achieve optimum results from every single customer contact. The focus of business activities is the distribution and the demonstrably successful implementation of software solutions for real time interaction management, quality monitoring, pure voice recording, e-learning and customer satisfaction survey with integrated analysis and reporting tools.