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Promote further development
Increase employee satisfaction
The German call centre industry is desperately looking for employees. There seem to be no limits to creativity in recruiting, with incentives ranging from direct poaching to applicant days on the island. This makes it all the more important to keep the employees in the company afterwards: He or she should be satisfied with the job and its development opportunities. If an employer invests time and coaches its employees, they will feel valued and fluctuation will probably decrease.
But how much time should be invested in training? Here, every contact centre has to manage the balancing act between economic agent utilisation and training time/promotion. Fortunately, this is no longer a balancing act, because with the right coaching software you can effectively and easily reduce the duration of training sessions and at the same time provide your employees with better training. In addition, the effectiveness of coaching becomes measurable in the long term.
Your benefits
VIER Interaction Analytics
With VIER Interaction Analytics, an AI-based speech analysis solution, you can easily improve the quality of service in your contact centre. Actively use your call recordings and increase call quality and employee satisfaction, while reducing coaching costs.
Tailored coaching
For effective and sustainable coaching, it is essential to know your employees' strengths and weaknesses. VIER Interaction Analytics always listens in, recognises taboo words and makes it possible to see whether individual employees use too few target phrases or allow many pauses in conversation. You can set your own trigger words, define limits and find out where your employees stand. VIER Interaction Analytics shows at a glance where training is needed.
Measuring the efficiency of training
VIER believes that employees always want to communicate with the client in the best possible way. Increase transparency and show your management, your employees or your clients what your coaching is achieving. VIER Interaction Analytics presents the improvements at a glance: A clear quality timeline in the dashboard visualises the development of your employees.
Increase team satisfaction
Without AI-based support, coaches can only listen to about two to five call recordings per employee per month. Whether the analysed conversations are among the best or the worst of the employee is left to chance. This is not suitable as a basis for a fair employee evaluation. With the VIER coaching analysis tool you receive the analysis of all conversations and can thus evaluate your employees more fairly. One click is enough and you will receive the appropriate training plan for your employees. This way, they can improve and feel treated fairly at the same time.
Interaction Analytics
Features of the software
Topic Recognition
- Identify trends and themes over time
- Find changes quickly
- Recognize peculiarities at a glance
- Adapt customer approach
Phrase tracker
- Which competitors are mentioned?
- Which handling of objections works?
- White- and blacklist for automatic detection of certain formulations
- Benchmarks across all agents
Coaching analysis tool
- List of the most important telephone calls at a glance
- Relevance factor based on own configuration
- Note function
- Extensive filter options
At the push of a button
Find call recordings
With VIER Interaction Analytics, you can access these results easily and clearly on a website, with secure access from anywhere. The software can also sort them by relevance, frequency of errors and topics, in line with your coaching agenda.
With one click, you can see which staff members need to be trained most urgently on which topics. The coaching analysis tool from VIER Interaction Analytics creates a ready-made list including conspicuous telephone calls from your employees, which you can use for the next training session.
With VIER Interaction Analytics, you can access these results easily and clearly on a website, with secure access from anywhere. The software can also sort them by relevance, frequency of errors and topics, in line with your coaching agenda.
With one click, you can see which staff members need to be trained most urgently on which topics. The coaching analysis tool from VIER Interaction Analytics creates a ready-made list including conspicuous telephone calls from your employees, which you can use for the next training session.
Case Studies
VIER Interaction Analytics in action
Case Study exciting
The dialogue service provider exciting introduces VIER Interaction Analytics, a cloud-based software for innovative quality management.
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