Dedicating experienced contact center sales professionals to the training and coaching of new agents is extremely expensive. And, the reality is new agents rarely get adequate hands-on preparation to deal with the challenges of phone sales and customer service.
AI-Powered Sales Coaching is giving contact centers an edge never seen in the industry before and companies are saving thousands per agent!
AI-Powered Sales Coaching uses virtual role-playing scenarios to give new contact center agents a realistic understanding of how to handle sales and customer service calls. It provides feedback and valuable performance grading on things like how well your new agents communicate, navigate your company’s software applications and perform related job tasks.
Consider the Benefits
This gamified approach to sales training is incredibly engaging and, on average, leads contact center agents to become proficient in 50% less time than old-school contact center training methods. Agents report they don’t feel like they’re being ‘picked on’ by their trainers because the feedback and scoring is machine-generated and objective. They are able to work at a comfortable pace to educate themselves on products and in-house applications. The role-playing portion of the training gives them realistic insights and preparation that sitting in a classroom-style environment simply does not.
Time
From the management perspective, AI-Powered Sales Coaching provides dynamic training tools and powerful analytics. In the past, you would invest a week or more into intensive sales training for a new agent that made such a great impression on you during the interview process. You really liked them but once that person got on the phone, you were incredibly frustrated to find they simply could not perform. You just lost a lot of time and money. Even worse, you have to deal with the stress of letting a nice person go. Now, you can eliminate a lot of wasted time, energy and expenses by using role-playing performance scoring to pre-screen candidates.
Performance
Furthermore, there are some additional long-term benefits to consider. Virtual performance scoring and analytics give your company insights into what aspects of your training program can be improved to boost agent retention. Not every salesperson progresses at the same level, so AI analytics allow you to pinpoint areas where you and your managers can guide each agent to improve their performance and enjoy real job satisfaction.
Team Building
With AI-Powered Sales Coaching, your sales team can continually evolve and improve. Whether your agents are on a day shift, night shift or working weekends, you have the tools to quickly and efficiently introduce new products and promotions to them whenever required. Also, when agents are ready to graduate to higher sales positions, you can easily provide them with next-level training for their new roles.
Overall, with AI-Powered Sales Coaching your team will see increased revenues per call, better conversion rates and more sales per hour.
To find the right AI-Powered Sales Coaching program for your company’s contact center, you should work with a seasoned technology broker who has access to best-in-class providers around the world. Your broker will match you with a provider who can help you cut training time by 50% as well as reduce related training costs by 33% annually.
