Before embarking on the journey of skill development, it's essential to thoroughly analyze the agent's performance. This analysis involves a multi-faceted approach, including:
Listening to Calls
Have your call model, negotiations flow chart, and call monitoring form when listening to calls. Listening to recorded calls provides a firsthand understanding of how an agent communicates with customers. Pay attention to tone, language, problem-solving, and adherence to the call flow. Identify both successful interactions and areas that may need improvement.
Reviewing Agent Logs
Agent logs are a treasure trove of information. Dive into these records to identify trends related to call durations, issue resolutions, and any recurring challenges. Look for patterns that can give insights into an agent's strengths and areas for improvement.
Reflect on recent one-on-one conversations with the agent. This includes discussions about their perception of their skill usage. Encourage open communication about self-assessment, challenges faced during calls, and areas where they feel they excel. This qualitative data adds a personal touch to the analysis.
The first step in the journey towards call skills development is a meticulous analysis of the agent's performance. By listening to calls, reviewing agent logs, and revisiting conversations, team leaders can gain a comprehensive understanding of the agent's strengths and areas for improvement. This analysis sets the stage for crafting a tailored development plan, with the goal of working on one specific skill each month.
Stay tuned for our upcoming blogs, where we'll explore the subsequent steps in implementing effective call skills development plans for phone agents.