reduction in agent training time with eGain’s KM and guided help capabilities
improvement in call handling time due to easy access to a common knowledge base
more correct questions asked when agents use eGain’s knowledge management system
Agent training is expensive in telecom customer care organizations because of agent churn and expanding product portfolios. Although the formal training may only be a few weeks, the time for an agent to become fully effective can easily take from 3 to 6 months. The first few months after training are especially costly for your organization. While new agents try to gain real-world experience through customer interactions, their call times are longer and they inevitably make mistakes. These generate repeat calls, escalations, and complaints.
eGain KnowledgeAgent reduces agent training time and enables multiskilling of agents in several ways:
Another important benefit is accelerated agent adoption based on their positive experience with the eGain solution. When your agents know that the system will steer them to the best answer every time, they feel more confident and focus their attention on delivering a great customer experience.