HAVING A REMOTELY-ACCESSIBLE RESOURCE CENTER
Our call center has an online resource center , the INXIX Call Center Resource , to help agents find out answers to their caller ’ s questions . It is stocked with updated training , frequently used job aids , quick resource guides ( QRGs ), video tutorials , and links to various sites , to name a few of the items .
I helped create the resource as I wanted to help our agents out . When I was an agent , it was challenging to find the right information when you really needed it the most . It made me feel that I wasn ’ t able to help the callers calling in for assistance .
I didn ’ t want our agents to feel that way , as I believe with technology changing , we need to equip our agents as much as possible to deliver excellent customer service .
We identified this need in our center as we had agents asking in the Teams chat , which led to delays in callers receiving answers to their questions . We also did this to keep the consistency of information among the agents .
Because when our agents moved to remote , it wasn ’ t as easy as them walking to the bookshelf resource and picking out what they needed . Or for an agent to turn around and ask their neighbor for the answer to the question . We couldn ’ t pass out updated documents to the agents since we were working remotely , and when we sent out an updated copy , it got lost in the emails , or agents didn ’ t have the time to look at the emails .
CREATING THE CENTER – HOW THE JOURNEY STARTED
We decided to create the INXIX Call Center Resource using MS SharePoint . I recall one of the trainers , Migdalia , providing us with the steps to request this site , so my colleague , David , went ahead and obtained it .
Now we had a site but no idea how to add the content , so I decided to teach myself through private classes , YouTube , and Udemy on how to add and organize the content and other best practices .
Since the call center has eight main lines , we created a subsite for each call center phone line . The layout of subsites and pages was organized using flow charts as it had to have a hierarchy that the agent could easily understand while taking calls . For example , if an agent goes to the provider line subsite , they get to see the top 30 medical claim denials and how these claim denials can be resolved .
Each of these subsites contained information relating to the phone lines . The main welcome site contains information about general policies , phone login procedures , QA , reporting system issues , birthdays and anniversaries , and training videos on customer service , to name a few .
But even though we placed all the content on the site , and it was searchable , I felt it had to be user-friendly . This was when I started learning about the practices of user interface ( UI ) and user experience ( UX ). I wanted to easily communicate to my audience what each element did , such as telling the agent that this link is clickable or this element is a searchable tool for frequently asked questions ( FAQs ) about a particular phone line , to name a few .
I would create a page or application and David would perform a quality check on the information . This way , we ensured that the content was not only accurate but visually pleasing .
We didn ’ t want to spend all this time creating this site with great content that no one would even use .
TRAINING THE AGENTS
So , we had this vast site filled with great content , and now we had a new challenge to face , which was training agents on how to use it .
We started with a focus group of about six agents . Agents were selected based on their technology savviness and we initially trained them how to use it . Then we would check in with them at the end of the day or early in the morning to gain feedback about what they liked or what needed improvement . We gave this focus group about a week to use the site .
After a few tweaks to the site from the feedback obtained , we divided the call center into small groups and trained them to use the site . When we provided agents access to the site , we provided a link to a micro-learning course created using MS Sway that outlined the site ’ s navigations and a recorded video demonstrating the steps to navigate through the site .
The site contained a survey on the welcome page , which agents could use to provide feedback on its performance or what content they would like to see on the site .
GETTING AGENT BUY-IN
Since the information is searchable and frequently updated , the content is available at the agent ’ s fingertips within a few minutes . But we had to get agents using it , and using it frequently .
On every newsletter that went out , we outlined the benefits of using the resource site , we also encouraged the chat agents who helped in the Teams chat to provide links to the material needed to solve a caller ’ s issue , and we had competitions with prizes to encourage agents to get into the site .
A few weeks in and I noticed a decrease in the questions asked in the Teams chat but an increase in the visitor traffic to the resource site , which confirmed that agents were now using the site to get answers to their questions before simply asking questions in the Teams chat .
The INXIX Call Center Resource , as a result , prevents callbacks ( due to incorrect information ) and lowers average handle time ( since agents didn ’ t have to look through training binders or wait for a colleague to reply to their Teams chat ). And it reduces our training time by a few days compared to when we didn ’ t have this resource .
We usually leverage the resource center to reinforce training before and after the agent graduates from a training class . It also acts to increase retention of the information taught during training .
I believe that when you provide your agents with the tools to succeed at work , show them how to use it , and create scenarios for them to use it in – you create a team of empowered agents .
Mark Pereira is a Trainer and On-Site Supervisor at Briljent LLC
. He is a Certified Professional Trainer ( CPT ), Certified Customer Service Professional ( CCSP ), and Modern Classroom Certified Trainer ( MCCT ). Mark is a learning leader who applies what he learns to continuously add value to his team while also implementing proven teaching methods to improve retention while taking calls , effective coaching , engaging agents for increased productivity , and leading with empathy . Mark has a bachelor ’ s degree in Commerce ( B . Comm .), and currently lives in Indianapolis , Ind .
30 CONTACT CENTER PIPELINE