What if all it took to improve your call center’s customer satisfaction rating was flipping your agents’ script? Try switching all negative statements into positive ones. Easy enough, right?
So you’ve updated scripts and trained your agents. Now what? All that’s left is assessing customer calls to see how positive statements are performing and to pin point any weak spots that may exist. Artificial intelligence and speech analytics software easily analyze all of your agents’ calls. With this technology in place, both managers and agents receive regular updates on agents’ performance and may rest assured that the following five phrases are out of use.
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Operating a collections agency is a complex task involving lots of moving parts. In recent years, artificial intelligence has entered the field as a solution to some common industry challenges. In particular, artificial intelligence and speech analytics software may help streamline and strengthen an organization’s operations and may be leveraged to aid a company in nine big ways.
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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.
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Artificial intelligence has a growing role in the debt collection industry. It may be used to recognize behaviors prohibited by the Fair Debt Collection Practices Act (FDCPA), the standard for debt collection practices as established by the Federal Trade Commission (FTC). Although following regulations may be tedious, it is crucial to ensure that debt collection agents are operating legally on a daily basis. So as to keep both themselves and their agents safe from risk, employers may use artificial intelligence and speech analytics software to assess debt collectors’ phone communications and assure that agents are not engaging in the following four prohibited types of behavior.
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