This feature is available for MightyCall Call Center users on the Core, Pro and Enterprise plans. Let’s dive into the details of the powerful functionality offered by MightyCall.

Download the MightyCall desktop app: Windows 64-bit or Windows 32-bit

1.0 Windows OS desktop version: what’s inside

With the 1.0 version you can carry out all the scenarios just like on the web version of MightyCall. It provides routine work functionality of the MightyCall service included in your plan and set up for your communication purposes.

Namely, you can:

• Make and receive calls from the app
• Send and receive SMS and MMS
• See all the data coming through your integrations
• See your call log and call reporting and analytics
• Use webphone and features like call transfer and adding participants to a call
• Leave internal notes for call activities
• Users get access to their agent and supervisor workspaces in accordance with their role
• Live call monitoring for supervisors
• See contact information and history of communication
• Change your status (available or do not disturb)
• Access the help section

Important note: the current version doesn’t have the tabs for building account settings. To enjoy the full experience from the MightyCall desktop version, you need to first make sure all the account settings are in place before signing into your account through the desktop app.

Click-to-call

The click-to-call feature, available with the MightyCall desktop app, simplifies the process of making phone calls by reducing the need to manually copy and paste phone numbers into the system for further dialing. With just a single click, you can instantly dial numbers found on websites, text messages, emails, or within your CRM when using the MightyCall desktop app. This feature enhances your team’s efficiency by making every phone number clickable and ready to be dialed in literally a second.

Technical details

To have a seamless experience using the MightyCall desktop app, some functional requirements have to be met. Before you start using it, check you have completed all the necessary steps:

• Use the latest version available. We’ll notify you when an update is rolled out, so feel free to hit the Update button.
• MightyCall is a cloud-based service, so make sure you have a good internet connection.
• Allow access to your microphone. Without it, the people you talk to through MightyCall will not be able to hear you.

Coming soon

Even though the 1.0 release is a fully functioning app, the MightyCall team is not going to put the developing process on hold. On the contrary, we’re planning to continue improving the desktop application to match the full set of capabilities available on our web-based version.

What to expect:

• Desktop macOS ecosystem application release
• Adding the tabs with account and profile settings to avoid the need to go the web version if you need to change something

We’d like to emphasize that the 1.0 release already represents a fully functioning app, and there’s no sacrifice for the working process. However, all the expected updates will guarantee a more complete spectrum of product sections. And, as you can see from our previous year’s accomplishments, the MightyCall team works fast and these updates won’t leave you waiting.

Desktop app advantages

Always stay connected

Divide your workspaces into current tabs open for ongoing tasks and apps for background activities. This way, you won’t miss calls and messages after closing a tab in your browser by accident.

Reduced browser dependency

You won’t have to rely on a specific browser or worry about browser-related issues affecting the app’s performance. Minimize variables to ensure peak performance.

Impeding update process

Desktop apps have more streamlined and less intrusive update processes, which ensures you always have the latest features without disrupting your workflow.

Experience it firsthand

MightyCall’s mission is to allow all small and mid-sized businesses to have a tool to build communication their own way. No matter how specific your case might seem, our features provide an ultimate solution for any business communication challenges. In addition, the MightyCall team is constantly working on advancing the product and user experiences, and the desktop release is yet more proof of that.

If you have any unanswered questions, please read our detailed support article or contact our friendly support team for quick assistance. Otherwise, get your account set and ready and download the desktop app to maximize your experience.

The post MightyCall Releases Desktop App for Windows first appeared on MightyCall.

Keeping the pulse on the modern world’s demand for growth and advancement, MightyCall has not only kept pace and introduced numerous product advancements, but redefined what customers should expect from VoIP solutions going forward.

As we reflect on 2023, let’s look at MightyCall’s highlights and illuminate once again the enhancements made in how we are transforming business communications.

Awards

MightyCall expanded its G2 award collection and received 4 G2 Leader VoIP Awards for each 2023 season. Hard work pays off!

But something we take special pride in is getting G2 awards in the Contact Center category. Some other award highlights include

• G2 Summer 2023 Small Business Contact Center Leader Award
• G2 Summer and Fall 2023 Momentum Leader in Call Center Infrastructure (CCI) & VoIP Award
• High Performer Fall 2023 Mid-Market VoIP

Let’s look closer at the call center software that got us all this praise within the first half year of the solution’s existence.

The call center release

We started big by releasing the MightyCall call center solution, which the MightyCall team has been working on for years. This was a defining moment to finally show the world the reborn version of MightyCall. Collected over decades, our expertise in the telecommunication industry and a deep need analysis for an enterprise-grade led to a robust service for big market players delivered by MightyCall in 2023.

Look at the 2023 MightyCall call center key features:

• Supervisor Workspace: all-in-one online call center management and overview of call center operations.
• Live Call Monitoring: use one of the available methods: call listening, call barging, call whispering, or call intercept, depending on the case—to level up service level.
• Agent Workspace: cohesive call log with messages, calls and attached documents.
• Call Transfer: transfer calls to other users with a click of a button.

With all these features alongside time-tested VoIP communication tools such as call flow builder, voicemail, call recording and many others, MightyCall can now claim to have become an all-in-one cloud-based software customizable for any industry and communication needs.

New call log feature in MightyCall

Coming from the needs of data-driven enterprise companies, it was clear a Call Log was not enough. So, the MightyCall team revealed the Reports tab where every digit’s worth is withdrawn from your communications points. Filter various call properties and simplify manager work with a place where they now can monitor the statistics of all incoming and outgoing calls and review internal calls.

In addition, users can have limited access to call volume depending on their roles and permissions, which takes us to our next product setting released in 2023—user roles and access.

User roles and access

Thanks to this advanced privacy settings feature, MightyCall customers can now control what sections of the MightyCall profile are visible to specific users. The three roles are: agent, manager, and administrator.

Each role opens more access to information, but you can still customize the access settings for each user: access to business numbers, messaging, voicemail, call flows, and account management for individual team members. Such a tailored approach guarantees your employees only get a view relevant to their tasks and ensures confidentiality of sensitive data.

SIP trunking

MightyCall has recently introduced SIP trunking, allowing users to connect their PBX systems to the internet rather than using traditional phone lines. This service supports high-volume call handling by managing multiple calls over a single trunk and enhances call quality, vital for professional interactions.

It’s good to know that SIP trunking integrates with CRM software and includes advanced features like IVR and call queue management, crucial for efficient call center operations, which overall makes it a robust solution for modern business communication needs.

Mobile app 2023 new features

STIR/SHAKEN

We value call security and trust for business number services immensely, which is why MightyCall now has the STIR/SHAKEN feature integrated in the service. This framework ensures that calls made from MightyCall numbers are trusted and comply with Federal Communications Commission regulations, thereby avoiding spam filters and bolstering business legitimacy.

MightyCall informs users about the attestation level of incoming calls, indicating trustworthiness through three levels: fully attested, partially attested, and unverified. Seeing these levels displayed on the incoming call screen helps users make informed decisions about if they will answer or not.

Voicemail-to-text & SMS translation

We have always known MightyCall serves businesses with diverse clientele and different language speakers. This year we made their interactions easier by allowing them to translate voicemail-to-text and SMS translation with one tap right in the MightyCall app. Now MightyCall customers are a step closer to eliminating borders in their business communication.

Dial pad revamp

The dial pad design is also a major development, as we also value both style and functionality in the user experience. In 2023 some attributes were edited such as new buttons, higher readability and an overall more modern design. On top of that, when receiving a call, MightyCall users can see a connection quality indicator to show how strong the internet connection is at the moment. It helps to choose the right calling method before making a call: IP telephony, mixed method, or cellular network.

Integration updates

Zapier

MightyCall has become an official partner with Zapier this year and there’re now even more integration features available in our app. This integration enables automatic information transfer between MightyCall and top CRM platforms like Zoho-CRM, Hubspot, Salesforce, Pipedrive, and others, streamlining contact and lead management.

Beyond CRM systems, the Zapier integration extends to daily use apps like Calendly, Slack, LiveChat, Zendesk, Gmail and Google Docs, among others. This comprehensive connectivity offers businesses an invaluable tool for enhanced productivity across various platforms.

HubSpot communication intelligence

With the newly introduced integration feature you can now say goodbye to the hassle of manual note-taking. HubSpot’s conversation intelligence technology offers powerful features to enhance call management and analysis. It transcribes calls, clearly distinguishing each participant, which allows easy post-call analysis.

Users can share entire conversations or select parts with team members, ensuring everyone stays informed, whether it’s about sales strategies or customer service practices. Additionally, HubSpot enables tracking of specific terms within conversations, facilitating the creation of detailed reports and ensuring vital details are not overlooked.

What to expect further

2023 has been a breakthrough year, allowing MightyCall to show its real might and not only stay on top of VoIP performance by advancing the features we already had, but also to get a confident start on the call center market.

Stay tuned as we’re planning to unveil some of our exciting 2024 plans very soon! As always, a genuine thank you to our customers, who have been so supportive all year. Thanks to you, we’re now more determined than ever to improve MightyCall’s user experience and stay on top of customer communication!

The post MightyCall’s milestones achieved in 2023 first appeared on MightyCall.

• What do metrics mean in a call center?
• Call center metrics spheres
• Why are call center KPIs and metrics important?
• Top MightyCall call center metrics and KPIs
• Coming soon…
• Agent workspace metrics
• What are the industry standards of metrics and KPIs in call centers?
• Center metrics: best practices
• What are the most important call center metrics?
• Boost productivity by monitoring KPIs in your call center

What do metrics mean in a call center?

Call center metrics are quantifiable measures that help businesses gauge the effectiveness of their customer support, assess employee performance, and identify areas for improvement. They provide valuable insights into a call center’s overall performance and can be used to make data-driven decisions to enhance customer satisfaction and increase revenue.

Call center metrics spheres

Metrics in a call center context typically encompass several key areas, including:

Customer satisfaction

Measures how happy your customers are with your support services, and can be assessed through surveys or other feedback mechanisms. 

Agent performance

Evaluates the efficiency and effectiveness of your customer support agents, based on factors such as call resolution time, first-call resolution rate, and customer feedback.

Operational efficiency

Assesses the overall performance of your call center, considering factors like call volume, average wait times, and staffing levels.

By monitoring these metrics, businesses can identify areas where their call center may be falling short and implement targeted improvements to enhance customer satisfaction and drive business growth. Now, let’s look at MightyCall’s arsenal of call center metrics and their practical use and application.

Why are call center KPIs and metrics important?

Call center KPIs and metrics are essential for multiple reasons:

Performance evaluation

With all the metric numbers in hand, managers can assess the efficiency of call center operations. Having a full picture allows them to fill in the gaps and get rid of any obstacles.

Informed decision making

Metrics help you avoid random decisions related to resource allocation, process improvements, and customer experience enhancements. By looking at the KPIs and metrics, you know exactly what needs to be done.

Goal setting and monitoring

KPIs help set targets, track progress, and ensure alignment with organizational objectives. They help call center agents have measurable milestones to achieve, which will help their discipline and motivation.

Agent performance management

Metrics make it clear who are the top-performing agents, areas of improvement, and training needs. Pay attention to both sides of the matter: what was good, to set as an example, and what was bad, to offer some adjustments.

Customer experience enhancement

This is the end goal of the whole metric system management. By tracking relevant metrics, call centers can identify pain points and take corrective actions to improve customer satisfaction.

Top MightyCall call center metrics and KPIs

Even though MightyCall is constantly expanding the list of metrics, the service already has the most impactful ones at its disposal:

Real-time online calls

The real-time online calls metric provides an instantaneous snapshot of the number of active calls happening within a call center at any given moment. It offers valuable insight into the real-time performance of a call center, ensuring that resources are efficiently managed and customer needs are effectively addressed.

By closely monitoring real-time online calls, call centers can swiftly identify peak hours, potential bottlenecks allowing call center supervisors and managers to make informed decisions on staffing, agent allocation, and overall call center operations. The industry standard for real-time online calls varies depending on factors such as call center size, industry, and service offering.

Real-time waiting calls

Real-time waiting calls is a crucial call center metric that refers to the number of incoming calls currently in queue awaiting an agent’s response. The usefulness of real-time waiting calls lies in its ability to pinpoint possible constraints, helping call centers allocate resources effectively and reduce hold times.

Industry standards for real-time waiting calls also vary depending on many factors. However, an ideal goal is to maintain a low number of waiting calls, ensuring that customers’ concerns are addressed promptly. Tracking this metric and comparing it against established standards will help you optimize workflows.

Missed calls

This metric is measured by calls within the last hour, including those calls where a caller left a voicemail. Dropped calls, which are calls that lasted less than 4 seconds and were disconnected, are not included here. A high rate of missed calls can mean your call center didn’t meet the callers’ expectations and can lead to poor customer satisfaction.

Go deeper and let your supervisors analyze the core reason for the missed calls. Once they do it, it will become clear what needs to be done to minimize missed calls: edit your call flow, change the recorded message that your callers hear or increase your staff.

Average Waiting Time (AWT)

AWT is the average response time including all agents in all call actions over the last hour. The waiting time is calculated from the moment the call is placed in the waiting queue until an agent answers, updating every 5-10 seconds.

For example, let’s say there have been 3 calls over the last 60 minutes. In the first call, the user spent a total of 3 minutes waiting for an agent’s response. In the second call, a total of 5 minutes. In the third – 1 minute. The Average Waiting Time in this case is 3 minutes.

Similarly to the previous metrics, the knowledge of Average Waiting Time can help a call center strategize and lower the number of minutes and even seconds that customers have to wait for an answer.

As a rule, more than 50% of customers expect to hear an answer within 2 minutes. If this doesn’t happen, it’s likely you’ll end up with an unhappy customer.

Longest waiting time

If there’re 5 people waiting for an answer, it will show you how long the first person to get on this line has been waiting for. This metric is updated in real time and offers a clear perspective on the call center’s performance during peak times or when resources are limited.

The usefulness of tracking the longest waiting time lies in its ability to identify instances when customers may experience undue delays, enabling call centers to make necessary adjustments and optimize resource allocation to prevent such occurrences in the future.

The standard is clear – the shorter, the better. An ideal benchmark is to keep the longest waiting time as low as possible, aiming for a maximum duration of around 2-3 minutes.

Service level

Service level is a vital call center metric that measures the percentage of incoming calls that are answered within a predetermined time frame, reflecting the call center’s ability to meet customer expectations. It contains 2 main measurements:

• Number of answered calls within the service level threshold set by you. The standard threshold is 20-30 seconds, but you can set your own standard.
• Total number of calls that your line has received. It includes both answered calls exceeding the time threshold and unanswered calls.

Service Level is one of the key metrics, so it’s important to be able to see it drawn for different time periods. In MightyCall you can adjust the time period to the last 5, 15, 30 and 60 minutes.

As for the standards, what’s been found to be effective is to aim for a service level of 80/20, which means that 80% of the calls should be answered within 20 seconds. If your call center capacity can achieve that – congratulations! You’re on the right path to ideal customer service.

Coming soon…

The MightyCall team is constantly working on introducing new features to the service. Take a sneak peek at what will be available in the near future!

Average Handle Time (AHT)

AHT – is the average amount of time an agent spends handling a call. In MightyCall, this metric is calculated by adding up the time an agent spends speaking with a customer (talk time), the time a caller spends on hold (hold time), and the time an agent spends on post-call activities like documentation or follow-up (after-call work), and then dividing it by the number of inbound calls handled.

AHT is a valuable metric because it provides insight into the efficiency of call center operations and can help identify areas for improvement. The industry standards for AHT vary depending on the type of call center, but in general, 6 minutes per call AHT is considered to be the norm and the lower AHT is the better the call center’s performance is.

If Average Handle Time is maintained, it will give a lot of insights. For instance, high AHT can point at the inefficiency of coaching methods in the call center, a gap in some agents’ performance or an inappropriately built call flow. Overseeing the AHT and keeping it within your benchmark will improve workforce management and customer experience.

First Call Resolution (FCR)

FCR shows the percentage of calls when the call center was able to handle the caller’s request in one call. It emphasizes the importance of effectively addressing a customer’s needs in the first call, thereby eliminating the need for follow-up calls or transfers to other agents.

A target range of 70-75% for First Call Resolution is generally considered a good benchmark. By aiming to achieve or surpass these FCR standards, call centers can ensure that their outbound campaigns are consistently driving positive outcomes and fostering strong customer relationships.

First-call resolution is a great KPI that you can use to track your agents’ progress and set measurable goals for them to achieve.

Answered calls

This metric represents the total number of calls in which an agent successfully responds to a prospect or customer, excluding missed calls or calls which ended up in voicemail. Analyzing the total number of answered calls can provide valuable insights into the efficiency and effectiveness of your call center’s outreach efforts. The higher this number, the better customer satisfaction the call center is delivering. It’s also a sign of good resource management and agent performance.

Average Talk Time (ATT)

Average call duration is calculated for the last 60 minutes. Unlike the average Handle Time, this metric does not include time spent on hold (switching to on hold and/or call transfer hold).

Let’s say within the last 60-minute period there have been 3 connected conversations. They lasted for 1 minute, 2 minutes, and 40 seconds. During the second conversation, the agent put the customer on hold for 1 minute. The formula would be (60+(120-60)+40)/3 = 0.8 minutes (53 seconds).

Maximum talk time

Maximum call duration between people on the phone for a certain period of time. For example, in the last hour, the business number has received 3 calls, with conversation durations of 1 minute, 4 minutes, and 30 minutes. In this case, the maximum call duration number would show a value of 30 minutes.

If time passes and another call comes in within the next 60 minutes that’s longer, for example, 31 minutes, the value is updated to 31 minutes.

Skipped requests

This indicator is related to outbound campaigns during which an agent can take time to get familiar with the request and then make a call being fully equipped about the issue. If the agent decides not to make the call and skips the request, this is when this metric gets +1. The skipped request gets redirected and the agent gets another task.

This metric helps call centers ensure that calls are directed to better suited specialists and allows them to monitor agents with high numbers of skipped requests to determine the underlying cause.

Answer Success Rate (ASR)

The percentage of the successfully connected calls to the total number of attempted ones. A higher ASR signifies that the majority of customers are connected to a live agent promptly, minimizing the likelihood of frustration and abandoned calls.

The industry-standard benchmark for a healthy ASR is typically between 80-90%, although this may vary depending on the nature of the business and its specific requirements. If a call center meets the standards, it means the database is open to contact and they pick up calls willingly.

Total number of requests

Total number of requests in outbound call center campaigns refers to the cumulative count of calls that agents should make. This metric is essential for understanding the scale and effectiveness of an organization’s outbound marketing efforts, as well as for optimizing resource allocation and campaign planning.

Number of handled requests

The number of requests that have been addressed and resolved by a call center agent. For example, a call center’s outbound campaign has 5000 total requests and your agents were able to handle 1400 of them during the first week. 1400 is the metric indicator in this case. Note that agents can change the status from “handled” to “call back later” and in this case the call will not be included in this metric.

Number of calls in dialing stage

The Number of requests in the dialing stage is a crucial metric that represents the volume of calls that are currently being initiated by agents in an attempt to reach prospective customers or clients. By keeping a close eye on this number, managers can ensure that agents are not spending excessive amounts of time attempting to establish connections with unresponsive numbers or encountering other dialing issues.

Abandoned calls

The number of calls that were not connected to an agent and were dropped by the caller. Abandoned calls are a widespread issue in the customer service industry, often resulting from high call volumes, long wait times, or insufficient staffing. These occur when customers, frustrated by the inability to connect with a representative in a timely manner, decide to hang up before their call is answered.

In MightyCall, you’ll also see the metric of abandoned call rate which shows the percentage of dropped calls (abandoned calls / inbound calls) and average abandoned time which is the waiting time before the callee drops the call. (abandoned time / abandoned calls)

Agent workspace metrics

The agent workspace in MightyCall has all the metrics they would need. In their personal setup, agents will see the following sections:

• Average Handle Time / AHT
• Total number of calls handled by agent
• Number of Missed Calls

The agents can monitor these metrics in real time and self-evaluate their work. In addition, if a call center has certain KPIs that agents are obliged to meet, the MightyCall agent workspace will be a good landmark for them to follow and to know if they’re currently doing well or if they have to step it up.

What are the industry standards of metrics and KPIs in call centers?

While specific metrics may vary depending on the industry and call center objectives, some common industry standards include:

Average Waiting Time (AWT)

As a rule, more than 50% of customers expect to hear an answer within 2 minutes. If this doesn’t happen, it’s likely you’ll end up with an unhappy customer.

Service level

As for the standards, what’s been found to be effective is to aim for a service level of 80/20, which means that 80% of the calls should be answered within 20 seconds. If your call center capacity can achieve that – congratulations! You’re on the right path to ideal customer service.

Average Handle Time (AHT)

The industry standards for AHT vary depending on the type of call center, but in general, 6 minutes per call AHT is considered to be the norm and the lower AHT is the better the call center’s performance is.

First Call Resolution (FCR)

A target range of 70-75% for First Call Resolution is generally considered a good benchmark. By aiming to achieve or surpass these FCR standards, call centers can ensure that their outbound campaigns are consistently driving positive outcomes and fostering strong customer relationships.

Answer Success Rate (ASR)

The industry-standard benchmark for a healthy ASR is typically between 80-90%, although this may vary depending on the nature of the business and its specific requirements. If a call center meets the standards, it means the database is open to contact and they pick up calls willingly.

Center metrics: best practices

To effectively leverage call center metrics and drive performance improvement, consider the following best practices:

• Select metrics relevant to your goals: Identify metrics related to your call center’s objectives and prioritize those that have a direct impact on customer experience and team efficiency.
• Establish clear targets: Show your staff what your call center is aiming at, considering industry standards, business objectives, and customer expectations.
• Regularly monitor and analyze metrics: Regularly track and analyze call center metrics to identify trends, patterns, and areas for improvement. Use reporting and analytics to get more insights.
• Provide regular feedback and coaching: Use metrics reports to provide agents with performance feedback and coaching focus to enhance their skills and address any performance gaps.
• Foster a data-driven culture: Encourage a data-driven approach within the call center by implementing the use of metrics in decision-making, process improvements, and goal-setting.

What are the most important call center metrics?

It can be overwhelming to see the abundance of call center metrics, but let us stay focused on what matters the most and highlight the most indicators.

• First Call Resolution (FCR)
• Average Handle Time (AHT)
• Service Level
• Average Waiting Time (AWT)

These metrics allow you to assess the effectiveness of your call center operations and your agents’ performance. Tracking these metrics allows businesses to swiftly determine and resolve issues, enhance the customer experience, and ensure that the operation is cost-effective. On top of that, with remote work taking the lead, these metrics can provide invaluable insights into the performance of agents outside the traditional call center environment, ensuring that the service level remains consistent regardless of where agents are located.

Boost productivity by monitoring KPIs in your call center

Remember to regularly monitor and assess your call center’s performance against industry standards and make adjustments as needed. Investing in your call center’s success by focusing on key metrics and KPIs will not only improve customer satisfaction, but also contribute to the overall growth and success of your business.

At MightyCall, we understand the importance of call center metrics and are dedicated to helping your business thrive. With our advanced virtual phone system, you’ll have access to a wealth of call center metrics to inform your decision-making and optimize your customer support services. Contact us today to learn more about how MightyCall can empower your business to excel in the competitive landscape of customer support.

The post Call Center Metrics & KPIs: Keep Track of the Numbers first appeared on MightyCall.

This article will feature the fundamentals of what call center coaching is, some tips on training agents and examples on how MightyCall’s capabilities can improve customer facing experiences and team performance.

Table of contents:

• What is call center coaching?
• 10 tips to train a successful call center agent
• How MightyCall can help
• Why is Call Center Coaching important?

What is call center coaching?

Call center coaching is the process of training, guiding, and mentoring call center agents to improve their communication skills, problem-solving abilities, and overall performance. This form of coaching aims to enhance agents’ customer service skills, enabling them to provide a better experience to callers and contribute positively to the company’s reputation and bottom line.

Coaching is typically conducted by experienced team leaders or supervisors who possess in-depth knowledge of call center operations, industry best practices, and the company’s policies and procedures. Effective coaching involves identifying performance gaps, setting clear objectives, and providing constructive feedback to help agents grow and excel in their roles.

10 tips to train a successful call center agent

Training a successful call center agent involves a combination of theoretical learning, practical exercises, and ongoing coaching. Here are some steps to follow:

Provide comprehensive onboarding
Begin with a thorough onboarding process that covers the company’s mission, values, and culture, as well as an introduction to the call center’s software, systems, and tools.

Develop product and service knowledge
Ensure agents have a strong understanding of the products and services they will be discussing with customers, including their features, benefits, and potential issues. You can do this by organizing weekly product training sessions for your employees.

Focus on problem-solving
Help agents develop strong problem-solving skills by teaching them to identify issues, ask the right questions, and provide appropriate solutions.

Practice with role-playing exercises
Use role-playing scenarios to give agents hands-on experience in dealing with various customer situations and challenges.

Use real-life examples
Share examples of successful calls and customer interactions to help agents understand what excellence looks like.

Monitor and evaluate performance
Regularly assess agents’ performance through call monitoring, customer feedback, and key performance indicators (KPIs) such as First-Call Resolution (FCR), Average Handle Time (AHT) and Customer Satisfaction Score (CSAT) to identify areas for improvement.

Set clear expectations
Establish clear expectations regarding performance standards, KPIs, and desired behaviors. If you keep track of your call center’s progress, share goals and implement new strategies, this way your agents will be kept informed and aware of what’s expected from them.

Offer continuous coaching
Provide ongoing coaching to reinforce learning, address performance gaps, and support agents in their professional development.

Provide constructive feedback
Offer specific, actionable feedback on agents’ performance, highlighting both strengths and areas for improvement.

Foster a supportive environment
Create a positive, supportive atmosphere where agents feel comfortable discussing their challenges and seeking help.

How MightyCall can help

Call monitoring is a valuable technique for contact centers to enhance agent performance. MightyCall has a wide range of call monitoring methods that can be used to help agents improve, they include:

• Call Listening, where supervisors listen to live calls and provide feedback later
• Call Barging, where supervisors join ongoing calls to assist agents
• Call Recording, which involves reviewing recorded calls at a later time
• Call Whispering allows supervisors to communicate with agents during calls without the customer’s knowledge
• Call Intercept involves supervisors taking over the conversation directly with the customer after disconnecting the agent.

A supervisor can mix the methods depending on the situation. Employing Call Monitoring methods helps contact centers optimize agent performance and deliver exceptional customer service.

Why is call center coaching important?

• Ensures consistent, high-quality customer interactions that reflect positively on the company’s image.
• Improves agents’ communication and problem-solving skills, leading to better customer experiences.
• Boosts agent performance: Helps agents meet and exceed KPIs and other performance metrics.
• Supports professional growth and development, contributing to higher job satisfaction and retention.
• Streamlines call center operations by identifying performance gaps and implementing targeted coaching strategies.
• Helps agents stay up-to-date with evolving industry trends, technologies, and best practices.

MightyCall provides comprehensive contact center solutions that help supervisors to train agents efficiently. With the advanced call center features and analytics, MightyCall equips you with the resources to develop top-performing agents.

Take a look inside the service by requesting your free demo or starting a free trial today.

The post Call Center Coaching: a Guide on How to Help Agents Thrive first appeared on MightyCall.