The ability to identify and remedy agent-customer communication failures is the key to reducing customer dissatisfaction and increasing the customer experience. While often coaches are able to identify many of the areas in need of remedial training, an accurate picture of the centre and agents’ communicative ability and failings is often overlooked. Quite simply, if you do not know what is wrong how can you fix it?
Over the last five years, Communicaid has pioneered the development of an Agent Communication Competency Assessment (ACCA) tool that measures the current performance of a centre’s agents and identifies which areas of agent-customer communication are failing. By combing expertise in linguistics, culture, communication skills and NLP, Communicaid can accurately measure major and minor communication errors and offer training and consultancy solutions to remedy them.
Communicaid’s Agent Communication Competency Assessment services will provide you with:
- Expert analysis of agent-customer communication failures
- Identify individual communication areas for improvement
- Innovative solutions customized to your company’s specific needs
Who will benefit
- Offshore contact centres
- Operations managers & higher management
- Quality assurance teams
- Coaches & Trainers
Our Agent Communication Competency Assessment services are designed to meet the specific needs of our clients and will be determined by personal/organisational requirements, existing infrastructure and end objectives. However, core areas for Communicaid’s Agent Communication Competency Assessment services will include:
- Base-lining desired agent behaviors & call outcomes
- Analysis of calls with Communicaid’s unique Call Analysis Form™
- Innovative recommended solutions to address communication challenges
Agent Communication Competency Assessment Team
For your Call Analysis services, Communicaid has assembled a team of highly experienced professionals each of whom has more than 5 years of offshore training and auditing experience. Our team combine their analysis skills with academic and professional background in training, coaching, human resources, linguistics, and ISO 9000 in addition to relevant offshore call centre experience.
BSc Physics (Universität Münster)
MSc Physics( Universität Hamburg)
MIQA (Member Institute of Quality Assurance)
A member of Communicaid since 2004, TH has over 30 years’ experience in a variety of fields ranging from Engineering and Quality Assurance to professional training. TH has been working in offshore markets for most of his 30 years’ professional experience.
TH is a key member of the Communicaid Agent Communication Competency Assessment team and has been responsible for conducting audits and call analysis in the UK, US, Ireland, Germany and India.