Audio Syms for the Win!
The processes we do over and over during the day can encompass a variety of things: writing, tactical work, navigating systems, or trying to get our point across in regular conversations, to name just a few.
Most of these tasks you can work through a handful of times, make changes, or even take an extra moment to make sure you get it right. But if you aren’t speaking with accuracy and conviction the first time, you may just miss your window to make your point. For the agents in your call center, delivering their message accurately the first time they interact with customers is vital to save handling time, solve issues correctly, ensure a great customer experience, or even make a sale.
Not feeling confident in what they are saying is precisely the root cause for the bad outcomes that your business and your customers are looking to avoid. By directing your practice time towards conversation, you ensure that your agents are building the memory foundations for the most critical aspects of their interaction.
Enhancing Communication Through Thoughtful Practice
- Building Muscle Memory: Once you’ve responded to the same question a hundred times, it just happens naturally. However, you don’t want those initial hundred times to occur with your customers. Creating audio Syms that enable your agents to respond specifically to the most common questions, objections, or problems, will allow them to react naturally with the right words and emotion when they are interacting live with your customer. Provide them with enough practice before they step onto the floor.
- Easy to Build and Adapt: Best practices in conversations change as new trends, products, or processes need to be addressed, and these changes occur rapidly. Audio simulations can be built and edited in a few minutes to adapt to these updates, providing your agents with immediate practice material. By uploading a script, call recording, or even recording a live conversation to demonstrate a role-play, you can create a brand-new simulation, or you can easily edit the specific dialogue that you need to update and deploy to your team.
- The First Phone Call Can Be Scary: If you’ve ever sat in the agent’s seat and had to make yourself available for a call for the first time, you know exactly how nerve-wracking this can be. The person on the other end of the line can’t see you struggling to find their information in the system, or that you’re desperately asking your supervisor for guidance to obtain an answer. However, they can discern from your voice whether you’re comfortable in the conversation, and that can be challenging. Feeling confident in how you communicate can provide you with time and grace as you familiarize yourself with the intricacies of this new job. Practicing your conversations before engaging in real calls has the power to reduce the anxiety and stress that is usually associated with phone interactions, ultimately leading to reduced early tenure turnover, and quicker proficiency attainment.
Focusing on dialogue gives the highest return of any simulation you use, and also happens to be the easiest type of simulation you can create and manage. It’s tempting to get deep and complex with the flexibility that SymTrain provides. But having a plan to concentrate on your most important attributes first is a best practice we like to share with every client.
Fast, easy and effective. What’s not to love?