Have you ever examined the true cost of onboarding a new employee? Consider the cost of lost productivity while management oversees a new agent as well as the cost of employing an agent who is not yet up to speed. To sum it up, training a new agent is expensive. According to the Association for Talent Development, an average of more than $1200 is spent on onboarding a single employee. In chronically low-retention fields such as the call center industry, where turnover sits around 33%, onboarding costs add up quickly.
In recent years, there has been a shift towards using artificial intelligence and speech analytics software to reduce high onboarding costs and train agents more efficiently. The technology uses artificial intelligence to automatically monitor and score every phone call to provide real-time, consistent feedback to agents. This reduces the lag between the call and feedback and decreases the time a manager spends to get a new agent up and running.
1. Get the full picture by scoring every single call with artificial intelligence and speech analytics software.
Many call centers hold thousands of phone conversations every day. How does a manager determine where each agent needs additional training? With artificial intelligence and speech analytics software, a call center can automatically score all customer communications to pinpoint every agent's strengths and weaknesses. This allows the manager to focus time on where each agent needs the most coaching.
2. Use artificial intelligence and speech analytics software to remove scoring bias.
When it comes to scores, bias is never desired. When calls are scored manually, complex workplace dynamics and pre-existing relationships may play into score results – whether intentionally or unintentionally. By using artificial intelligence and speech analytics software, a call center can eliminate scorer bias and assess all calls from an objective point of view. Plus, when artificial intelligence is used to score calls, results are more accurate than if done so manually, especially with calls lasting longer than five minutes. Ultimately, the onboarding process benefits when agents receive honest and fair performance scores.
3. Benefit from consistent, timely feedback right from the start with artificial intelligence and speech analytics software.
Habits form easily. In the call center, as time passes, behaviors become routine, and it grows harder to encourage agents to change. For this reason, it is crucial to promote positive and effective work practices from the start. With artificial intelligence and speech analytics software, an employer eliminates the lag between the call and the feedback to get agents performing well faster.
For these three reasons, consider employing artificial intelligence and speech analytics software to ease the onboarding process for both agents and employers. Cut back on training costs in the call center by gaining the comprehensive insights necessary to develop well-schooled, top-notch agents. It is crucial to invest in the training process for new hires and to provide comprehensive feedback in order to aid in new agents becoming top performers—and the use of artificial intelligence and speech analytics software is a practical and efficient way to go about completing this not-so-simple task.