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Situational Based Training

Conversations with patients/customers and their family members are essentially a series of highly predictable moments. Agents ask the same questions, gather the same information, offer the same information, handle the same objections, etc. from call to call. This highly predictable aspect of call content is the most overlooked consideration regarding training.

Training agents to handle these moments in the most professional manner requires first recognizing there is a right and a wrong way to ask questions, gather information, offer information, handle objections, etc. Within this predictable situational framework is where all agent behavior concerns take place.

The simple answer to the patient experience conundrum is to master these predictable moments.

When we say an agent lacks empathy, for example, it is because we hear it through the way they ask questions, gather information, offer information, handle objections, etc. And when we say an agent sounds considerate and professional, we hear it through the way they handle these same moments.

These are specific phone manners, and they largely determine the quality of the caller's experience. Highly performing agents exhibit excellent phone manners while lesser performing agents are considered lesser performing specifically because they do not.

Agents are compelled to exhibit their phone manners randomly throughout calls. This is why training must be situationally or moments-based. Preparing agents to offer various phone manners in various predictable situations that can occur at any given moment is the only training approach that can ensure they offer the highest quality patient experience.

Proper phone manners are sizable in number but clear and easy for any agent to master. Ensuring agents execute them however is challenging, particularly because they occur so randomly. Scripts, checklists, and speech analytics software are ineffective because they are unable to monitor the randomness and contextual complexities of situational phone manners, so they cannot hold agents accountable for executing them.

The groundbreaking BCI performance accountability method has redefined monitoring. It allows BCI to train agents to execute proper situational phone manners, because it allows us to meticulously monitor their random and contextual occurrence, holding agents accountable to offering the highest quality, most thoroughly professional patient experience possible.

BCI offers the most advanced and effective training solution available to the call center industry today.

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