Role
Contact centre agent
What happens when a client asks a question you do not know the answer to? The conversation stops while you search - with the client listening to silence and counting the seconds.
Intro call
Four questions we would start with
What happens when a question goes beyond what the agent remembers?
The conversation stalls or ends with a promise to call back. The first spoils the impression, the second generates a second contact - and a second contact costs as much as the first.
What do you put off first when the volume is high?
Usually the note after the call. It stays in your head until the next call and then it is gone, together with what was agreed in it.
Who answers agents' questions during a shift?
If it is one experienced person, they are the bottleneck of the whole team - and their holiday is visible in the call times.
How long does it take before a new agent handles calls on their own?
That time is a cost at every turnover, and turnover in this role is high. It consists mostly of questions asked of colleagues.
We take over the searching mid-call, you keep the conversation
Supplying information during the call, the note afterwards and handing the case on can be taken off the desk. Running the conversation, the tone and the decision on a resolution stay with the agent.
- A suggestion is a fact, not a script to read out. - The status of an order, a contract term, a procedure - without ready-made sentences the client will hear as being read.
- The note is written from your own words. - Dictated after the call or assembled from how it went, approved by the agent. It is not an assessment of the call.
- Recordings serve learning, not scoring. - That is a distinction to make at the outset - otherwise the team will quite rightly treat the tool as surveillance.
Scope
What can be taken off contact centre work
Eighteen example tasks. Each one has a human approval point. Below is a selection, and the scope we fit to your process.
Preparation before picking up
- Recognising the caller and their history
- The client's open matters visible before the call connects
- The reason for the previous contact
- Marking clients who need particular care
Knowledge during the call
- An answer about the status of an order, a contract or a ticket, without pausing the call
- The terms of that client's contract visible during the call
- Information about current offers and their limits
- Marking that a piece of information is not held - instead of an invented suggestion
- A signal that a matter goes beyond what can be settled by phone (decision: the agent)
The note and the handover
- A note from the call, dictated (approved by: the agent)
- Pulling out what was agreed and the dates, into tasks
- The full picture when a case is handed on
- A reminder about a promise made to the client
- Updating the client's details after the call (accepted by: the agent)
Working with the call queue
- Shorter after-call work thanks to the note being ready
- A signal when the queue of waiting callers grows
- A summary of calls abandoned before reaching an agent
- Pointing out the hours in which volume systematically exceeds staffing (conclusions: the coordinator)
A day's work
Today
- At a harder question you ask the client for a moment and search
- You write the note after three more calls, or not at all
- When a case is handed on the client tells the whole story again
- The answer to the same question depends on who picks up
- A new agent asks you a dozen or so times a day
- You learn about a change in the offer from a client
With AI assistance
- You have the information during the call, without asking for a moment
- You dictate the note after the call, and what was agreed turns into tasks
- A case handed on carries the course of the conversation with it
- The facts are shared, what differs is the way you talk
- A new agent has the most frequent questions at hand
- Changes in the offer are visible from the day they launch
- Resolved on the first call
fewer second calls about the same matter
the agent has the answer during the call, not after
- After-call work
the agent returns to the queue sooner
the note comes from dictation, not from retyping
- Time to an agent being independent
a new person handles calls on their own sooner
the answers are available rather than passed on verbally
- Pausing the call
fewer requests to hold the line and to call back
the facts are available during the call
We start with knowledge during the call, not with recordings.
- Step 1
We collect questions for two weeks
What clients ask and what agents do not know. The list is the basis of everything that follows.
- Step 2
Answers available during the call
For the most frequent questions, with a date and a source. The effect shows in call times from the first week.
- Step 3
The note and what was agreed
Dictation and turning what was agreed into tasks. It removes the most tiresome part of after-call work.
- Step 4
Material for learning
Sets for new agents and lessons from difficult cases. Only here do we discuss recordings - and only on terms agreed with the team.
Common questions
Questions that come up at the first meeting
Does this fall under the AI Act?
Supporting an agent is not a high-risk use. The line runs at systems assessing employees - there the obligations are more serious. Separately: recording calls requires informing both sides and has its own rules independent of the AI Act.
Still have a question that is not here? Book a call
Next step
How many times a day does your agent ask a client for a moment to look something up?
We will show you what a call looks like when the facts are at hand and the note comes from dictation.