Delivering superior CX isn’t a solo sport.
Contact centre agents must work in a collaborative environment learning from each other and gaining from the team’s collective knowledge base to solve customer queries. Research suggests that 60% of all failed first-call resolutions happen because agents are unable to ask someone for the right information or the necessary help at the right time. This is a massive deterrent to customer experience (CX). Given that speedy resolution without unnecessary transfers or escalations is a top priority for callers, you need to equip agents with timely assistance.
This is where the agent help feature comes in.
What is Agent Help in a Call Centre?
Agent help can be defined as a call centre functionality typically used in inbound call centres that allow an agent to alert a supervisor that they might need help for an ongoing conversation, without the caller becoming aware of the same. The supervisor can then choose to listen in, whisper, or even barge into the call, as needed.
Nearly every call centre setup will have this functionality, including a hardware button that allows agents to discreetly send an alert message to their supervisor as well as a software integration to capture agent help data analytics.
Why is Agent Help Necessary?
Agent help is an invaluable feature during the early days of a new employee’s tenure, when they are still undergoing training, and are yet to become fully conversant with the product, the company’s processes, and its customer base. Timely help ensures that common or simple queries aren’t escalated, causing customer frustration.