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4 benefits of real-time support and coaching
Makes your agents more effective
Real-time support and coaching provide a myriad of profound — and wide-ranging — benefits to your organization. Most importantly, however, it’ll make your call agents better at what they do.
First, agents will be able to learn on the job. Learning by doing (aka active learning), where people learn by repeatedly doing the activity in question, is one of the most effective learning styles.
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Transforms your customer experience
Providing ongoing real-time support will have a profound impact on your CX. Given that 81% of marketers compete primarily on the basis of CX, it’s crucial that you get yours right.
Agents who have received real-time training will be taught how to better pinpoint and respond to a caller’s needs going forward. They’ll learn to quickly provide customers and prospects with appropriate solutions to their specific problem, getting to the heart of the problem before swiftly solving it.
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Improves your organization’s bottom line
CX can be the make or break factor when it comes to increasing your conversion rates. In fact, 74% of consumers state that they’re somewhat likely to buy based on experience alone.
So what does coaching have to do with this? According to McKinsey research, “… one retail bank found a direct correlation between the fraction of their time their service-to-sales team leaders spend on coaching and the conversion rates achieved by their teams”.
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Customer insights at your agents’ fingertips
Most callers have previously interacted with your company in some way, shape, or form. In order to serve their specific needs, it’s therefore crucial that agents can not only access these insights in a flash, but that they can also digest this information while holding a conversation.
Call Tracking will link every caller to the marketing materials they’ve already interacted with, revealing why they’re ringing your business in the first place. Lead Center then provides agents with a universal inbox where they can see each caller’s complete timeline to date and every piece of contextual information that your company has on this particular caller.
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Know more about our Lead Center!
Add Lead Center to unlock the complete CallRail Platform.
With lead center, you can cell, text and chat from one easy-to-use form inbox. Combined with our Analytics Suite, you’ll also have the real-time visibility to know which marketing sources are making your phone ring.
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CallRail was started by a small business owner and now serves 150,000 small businesses just like him.
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Disclosure: We are an independent CallRail Affiliates, not an employee. We receive referral payments from CallRail . The opinions expressed here are our own and are not official statements of CallRail or its parent company, CallRail LLC.