How supervisors spot struggling new hires faster with real-time assist data
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Bella Williams - 10 min read
In today's fast-paced work environment, the challenge of onboarding new hires effectively is more critical than ever. Supervisors often face the daunting task of identifying which new agents are struggling and need additional support. This is especially true during the initial weeks of training when new hires transition from classroom learning to real-world customer interactions. The stakes are high: ensuring speed to proficiency, maintaining quality consistency, and preventing early attrition. By leveraging real-time assist data, supervisors can spot struggling new hires faster and provide the necessary support to enhance their performance.
The Training-to-Floor Gap
New hires may grasp concepts during training but often falter when applying them in live customer interactions. This gap is exacerbated by time pressure and performance anxiety, leading to costly attrition and supervisor burnout. Traditional methods, such as shadowing and nesting, while beneficial, can fall short in providing the immediate support new hires need during live calls. The reality is that without real-time feedback, mistakes can escalate, resulting in poor customer experiences and increased supervisor workload.
Real-time agent assist technology bridges this gap effectively. By providing immediate insights and support, it enables supervisors to monitor new hires' performance as they engage with customers. This proactive approach helps identify potential issues before they become significant problems, allowing supervisors to intervene at critical moments.
How Real-Time Agent Assist Works
Core Technology Components:
- Live Call Intelligence: The system transcribes conversations in real-time, capturing both agent and customer dialogue.
- AI-Powered Context Analysis: It evaluates customer intent, emotional state, and conversation progress, providing actionable insights.
- Dynamic Guidance Display: Relevant information, scripts, and compliance reminders are presented on the agent's screen during calls.
- Knowledge Base Integration: The system surfaces product information and troubleshooting steps based on the context of the conversation.
In-Call Support for New Agents:
- Next Best Action Recommendations: Suggestions appear as the customer speaks, guiding agents on how to respond effectively.
- Scripts and Talk Tracks: These are provided for common scenarios that new hires may not have mastered yet.
- Compliance Reminders: Alerts trigger before critical disclosures, helping agents avoid violations.
- De-escalation Tactics: The system detects customer frustration and suggests techniques to calm the situation.
By utilizing these features, supervisors can monitor multiple new hires simultaneously, significantly increasing their capacity to provide support. For instance, while traditional nesting allows one supervisor to monitor 3-5 agents, real-time assist technology enables oversight of 10-15 agents at once.
Nesting Program Enhancement with Agent Assist
Implementing a real-time assist-enabled nesting program requires careful planning and execution. Here’s how to set it up effectively:
Pre-Nesting Setup:
- Technology Configuration: Organize the knowledge base by call type and complexity level, ensuring easy access to relevant information.
- Script Library Creation: Develop dynamic scripts with branching logic for various scenarios.
- Compliance Rule Definition: Set up real-time triggers for compliance reminders during calls.
- Quality Scorecard Integration: Incorporate live performance metrics to track agent progress.
- Supervisor Alert Threshold Setting: Determine when supervisors should be alerted for intervention.
Agent Preparation:
- Screen Layout Familiarization: Train agents on how to navigate the call controls and the assist guidance panel.
- Guidance Interpretation Training: Teach agents how to utilize AI suggestions naturally during calls.
- Technology Trust-Building: Help agents understand when to follow guidance versus exercising their judgment.
By preparing both the technology and the agents, supervisors can create a supportive environment that fosters confidence and competence in new hires.
Supervisor Efficiency & Performance Monitoring
Real-time assist technology transforms how supervisors monitor and support new hires. Here’s a comparison of traditional versus agent assist-enabled supervision:
| Feature | Traditional Supervision | Agent Assist Supervision |
|---|---|---|
| Number of Agents Monitored | 3-5 | 10-15+ |
| Coaching Method | Post-call only | In-call coaching |
| Quality Scoring | Manual | Automated |
| Performance Alerts | None | Real-time alerts |
| Intervention Capability | Limited | Instant messaging support |
With real-time dashboards, supervisors can easily track agent activity, quality scores, and alert notifications. This visibility allows them to identify struggling new hires quickly and provide targeted coaching without interrupting live customer interactions. For example, if an agent consistently receives low quality scores or has high escalation rates, supervisors can step in with immediate support, ensuring new hires receive the guidance they need to succeed.
Frequently Asked Questions
Q: How does real-time assist technology help with remote training?
A: Real-time assist technology provides supervisors with visibility into remote agents' performance, enabling them to offer instant support through messaging and alerts without being physically present.
Q: Will agents become overly reliant on the assist technology?
A: The system is designed to gradually reduce support as agents gain confidence and competence, ensuring they develop true skills rather than dependency.
Q: What types of alerts can supervisors expect?
A: Supervisors receive alerts for compliance risks, knowledge gaps, and when agents struggle with specific scenarios, allowing for timely intervention.
Q: How quickly can we implement this technology?
A: Implementation typically takes 4-6 weeks, including technology setup, training, and pilot testing with a small group of agents.
Q: Can this technology be integrated with existing systems?
A: Yes, real-time assist technology can integrate with CRM systems and knowledge bases, enhancing its effectiveness.
By adopting real-time assist technology, supervisors can spot struggling new hires faster, provide timely support, and ultimately enhance the onboarding experience. This proactive approach not only improves agent performance but also contributes to higher customer satisfaction and lower attrition rates. With the right tools and strategies in place, organizations can ensure that new hires transition smoothly into their roles, driving success for both the agents and the company.
