How AI Helps In Enhancing Agent Performance In Call Centers?
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The document discusses how AI can enhance agent performance in call centers, emphasizing the benefits of conversation analytics for both SMBs and enterprises. It highlights features such as comprehensive call monitoring, personalized coaching, and efficient evaluations that can transform existing practices, making them more data-driven and effective. Additionally, it outlines the positive return on investment, including increased win rates, reduced churn, and saved time for quality assurance efforts.
How AI Helps In Enhancing Agent Performance In Call Centers?
- 1. HOW AI HELPS IN ENHANCING AGENT PERFORMANCE IN CALL CENTERS?
- 2. PRESENTER Sakshi Sharma Content Marketing Manager @CallHippo Speaker Tushar Jain Co-Founder @Enthu.AI
- 3. CallHippo is a next-generation Cloud-based Business Telephony Solution that helps businesses connect with their leads & customers anywhere around the globe. We provide an intuitive platform for businesses to set up a global phone system, fully automated AI- driven call listening insights, track marketing campaigns that generate revenue and send automated voice messages to a large number of people at once. About CallHippo Easy to Use Virtual Phone System with World Class Support Business Phone System COACH - Speech AI Call Tracking Voice Broadcasting
- 6. At Enthu, we are excited about the role conversation intelligence can play to help you build a successful calling team. While the existing technology available in the market is accessible to companies with deep pockets (mostly enterprises), we are here to make conversation analytics viable & affordable at scale. Whether you are an SMB or an enterprise, the power to unlock value from day to day customer conversations is now within your hands. That too, without breaking your bank. About Enthu.AI Voice AI capabilities for contact centers & sales teams Call QA Agent Coaching Compliance Sales Training
- 7. On Today's Agenda Our Discussion Points Your existing agent evaluation challenges & shortfalls Conversation AI for: The impact Agent Monitoring Agent Performance Evaluation Agent Coaching
- 9. Conversation Intelligence software captures your customer interactions, understands what is being said, and delivers insights into what works (and what doesn't). Monitor 100% calls Actionable People Analytics Efficient Process Intelligence Agent Performance Redefined
- 10. HERE’S HOW AI CAN TRANSFORM YOUR CALL CENTRE Ability to Predict Customer Behavior Customer Experiences Enhanced Personalization Recognizing Customer and Call Types Auto-Answering to Customer Complaints
- 11. WHAT YOU EXPECT FROM YOUR CALLING TEAM? Supervisors/QAs drive personalized coaching Agents drive better CX TLs/Operations take data- driven decisions faster
- 12. REALITY CHECK... YOUR CURRENT AGENT EVALUATION & COACHING PROCESS Based on random sampling <1% calls getting monitored & evaluated Luck based process Sporadic, once in month feedback to agents No centralized data source Reactive and slow coaching process No in-depth analysis by QAs/Coaches Demotivated agents Gut based operational decisions Always fire fighting Resulting In
- 13. HOW CONVERSATIONAL AI CAN HELP? Better Agent Monitoring (without listening to more calls) Personalized Agent Coaching (without breaking your bank) In-depth Evaluations (without adding more QAs/Coaches)
- 14. Better agent monitoring Monitor 100% of your conversations Proactive monitoring, trigger alerts Focus on critical call moments Make your calling DB searchable Understand what’s happening across your conversations, without actually listening to every single minute
- 15. In-depth Agent performance evaluation Build extensive QA hypothesis Focus on insights, not on call listening Evaluate the calls faster; share insights with agents & supervisors Centralize your agent evaluation data to draw out insights Your QAs/Coaches evaluate agents faster & better, and in the same amount of time.
- 16. Personalized agent coaching Trend analysis across parameters, teams, and agents Personalize agent coaching at a click of a button No more juggling across software and people Continuously track performance & coaching data Draw out trends and identify personalized coaching opportunities
- 17. Return On Investment 35% average increase in win rates 22% average reduction in churn 7% increase in CSAT 66% reduction in new agent onboarding time 60+ hours of QA effort saved per analyst per month 15+ hours a month of reporting time saved
- 18. Return On Investment Monitor 100% of conversations, without listening to each call minute by minute. Evaluate 5X more calls in the same QA time. A 10 mins conversation now gets “listened to” in under 60 secs. 3X faster agent onboarding.
- 19. Next Steps For Free Demo reach out at sales@callhippo.com & hello@enthu.ai
- 20. THANK YOU Contact us if there are any questions. Email Address sales@callhippo.com hello@enthu.ai Website www.callhippo.com www.enthu.ai