Automated messaging
. Automated messaging systems use pre-recorded messages to reach customers. These systems can be used for reminders, notifications, or emergency alerts. Training the Staff For contact centers to gain the most from outbound
predictive dialers,
agents have to be fully trained on them in order to maximize the gains the technology offers. To better equip our agents to handle calls routed to them through the dialer, I played recorded calls of how seasoned agents would tackle these calls.
We also ran several
role-playing scenarios Chinese UK Phone Number List where agents could practice their scripts and understand what to pay attention to when receiving calls from the different phone queues, such as inbound Hoosier Healthwise, outbound Hoosier Care Connect, and more. By providing these insights and practice, our agents were in a much better place to handle any call they received.
We also trained agents on
how to professionally and courteously Your Ticket to Toll-Free Convenience (It’s Not a Local handle objections during a call so that the caller would feel more comfortable moving on
to the next step
. Namely enrolling the member with a health plan. We discussed various strategies during the training to help build trust, which was a key challenge in getting the caller to feel comfortable speaking with us.
