Cloning Behaviors to Achieve Top Agent Performance and Accelerate Onboarding

November 6, 2019

Damon Leahy Headshot

Damon Leahy

Director of IT

Deshun Givance Headshot

DeShun Givance

Director of Collections

11:20 AM  -  12:05 PM
Compass Rose North/East

Learn how Ascension Point has cloned the behaviors of top performing agents to raise overall performance levels. The Clone Process utilizes the CallMiner voice analytics platform to isolate the best attributes from top agents and translate them in such a way that new agents and low performers can incorporate those attributes into their talk off, thus closing the gap between high and low metrics, which hastens the improvement of company performance. In this session Ascension Point will review their approach and results to Cloning Behaviors increasing speed to competency, improving customer satisfaction, and becoming an industry leader in overall compliance scoring.

Session Category :  Advanced