We discuss how to solve key struggles call centre agents face in their work environments and how to improve your agent performance.

1. How to Improve
Your Call
Centre Agent
Performance

2. Common Call Centre Agent Struggles
High Staff Turnover: An industry average attrition rate of 30% applies pressure to call centres, leading to
intense training requirements and a reliance on a small pool of experienced agents.
Data not Centralised: Challenging agents to understand, interpret & communicate in the short time available.
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Agents Overloaded with Information: struggling to interact with the multitude of systems.

3. Resulting in…
Missed targets
Low levels of motivation, low performance & high staff turnover
High cost of training, frequent training requirements
Unsatisfied or unhappy customers

4. What’s the alternative?
Use Agent X call centre virtual assistant to coach and guide agents during calls, to improve call outcomes
and customer experience without additional training.
With Agent X’s brain implementing applied analytics, your call centre agents will be visually presented with
data, making complex data easy to understand and use.
With a personalised KPI dashboard, Agent X motivates and inspires agents to improve their performance
and enables them to track their performance against their targets.

5. Agent X for Collections, Sales & Customer Service Call Centres
Agent X brings together advanced analytics, gamification and human behavioural science to link your call
centre agents with data-driven decisions. Agent X virtual assistant provides your agents with the right customer
and account information at the right time to drive succesful call outcomes. Details are presented in an engaging
manner to ensure instant comprehension of the critical information. Agent X also motivates agents with real-time
progress tracking against their targets.

6. Agent X Features
Clear interface that hovers over open applications
Personalised KPI dashboard that updates after every call-
Flexible and configurable to specific call centre requirements-
Live feeds of data-driven recommendations and actions for each call based on customer profile and
interaction history

7. Agent X Benefits
Improved call outcomes
Improved personalisation
Improved motivation, lower agent turnover and lower training requirements
Light technical footprint

8. Want to boost your
call centre agents performance?
Read more on Agent X or request a
demo to see how Agent X can
help your agents succeed.
Visit our website at www.principa.co.za for more.