-
Solutions > By Business Need > Agent Script Compliance
Agent Script Compliance
Quickly identify non-compliant agents using CallFinder’s automated tools and agent insights to improve call center scripts and ensure agent script compliance.
Improve Agent Training & Call Center Scripts
A challenge for any contact center is to identify skill gaps so management can deliver appropriate training to improve agent call outcomes. With traditional, manual monitoring, it is very difficult to evaluate every call handled by the agents, producing less than consistent results. With a speech analytics solution, you gain a more accurate understanding of your agents strengths and training needs to help you improve call center scripts and agent training programs.
Agent Script Compliance & Risk Mitigation
Failure to follow a mandatory script or business process leads to issues with customer satisfaction and efficiency, and could put your business at risk if you operate in a regulated world. Disregarding a single non-compliant event on just one call with a customer can lead to expensive litigation and losing the customer’s trust. Using CallFinder to search calls for keywords and phrases from the script helps pinpoint non-compliant calls and offending agents, providing a jump on risk mitigation and the development of improved training programs to ensure one hundred percent (100%) compliance.
Video Testimonials
Nicole Crawford
Quality Assurance Specialist, Centris Credit Union
Jennifer Small
Lead Admission Specialist at Aware Recovery Care
Cheryl Beams
Service Center Manager, Verve, a Credit UnionBenefits Of Agent Script Compliance
Save Money
Save Time
Save Customers
Monitoring Agent Script Compliance With Scorecards
Contact centers often employ scripts to ensure a positive customer experience through a consistent approach to customer interactions. CallFinder will automatically score the agent side of a conversation for following script compliance guidelines based on key phrases that are present or absent in the conversation so supervisors know where agents are following best practices. With CallFinder’s automated scorecards, your business has immediate access to valuable insights and data to help you improve scripts and ensure compliance.
CallFinder's Automated Contact Center Monitoring Solution
Advanced Features That Give You The Necessary Data To Ensure Compliance
Automated Scorecards
Automated Transcriptions
Sentiment Analysis
Silence & Overtalk
National Tubs Company Uses CallFinder To Improve Agent Training & CX
This walk-in tub company is a leading provider of American-made walk-in tubs and showers in the US and Canada. The company has 30 agent seats and receives over 30,000 inbound calls each month.
Book a 15-Minute Demo
To learn other ways CallFinder speech analytics solution improves agent script compliance, schedule a 15-minute demo of our conversation intelligence software.
"*" indicates required fields