If you are in charge of training or managing reps at a call center, you already know how important it is to have clear guides, protocols, and call flows.
The question is, are you happy with yours?
If you're not, we can help! Just fill out the form and schedule a time to speak with a specialist from ScreenSteps who will show you how easy it is to get out of Excel, Word, PDF, OneNote, and SharePoint and into something that's more suited for training and supporting call center reps.
If you are happy with what you have, then there's nothing to see here. Your metrics are probably looking good, you don't get tons of questions from reps asking for clarification, and it probably only takes a couple of weeks for your reps to be proficient at handling calls.
I'm not going to try and convince you that you're unhappy so that I can sell you something. If what you've got is working for you, keep up the good work!
We speak with call centers every week who are very unhappy with how their protocols, call flows, and troubleshooting guides look. They are also very unhappy with how difficult it is for reps to find what they need.
Their reps end up not even using their guides because the guides are difficult to read and difficult to find.
If that's your situation, then I don't need to convince you that change would be welcomed. Your average hold time is probably longer than you'd like it to be, you are probably getting more questions from your reps than you'd like, and it probably takes a few months before agents are fully proficient at handling calls.
Most call centers we speak with are excited by the idea of leaving Word, Excel, OneNote, and SharePoint behind and using something that's optimized for what call center reps need.
Office 365 was NOT designed for training call center reps on how to handle calls, and it is not optimized for supporting reps while they are in the middle of handling a call.
If you had better tools, you would get better results. So, if you are ready to ditch your current system that isn't working, and look at an alternative that is optimized for training and supporting call agents, fill out the form and schedule a time to speak with a specialist.
It won't be one of those uncomfortable sales calls where you're pressured into buying something on the spot. Our goal is to show you what's possible so that you can make an informed decision. We'll ask you some questions to get a better understanding of your situation, and we'll show you how ScreenSteps could help. We can even import one of your call flows or guides into ScreenSteps so you can see how it would look.