Updated Empirical Performance Data – Adding Mock Calls to Training
We received a lot of comments on our “Mock Calls” blog from a few weeks ago and the commenters were generally in agreement that mock calls can be a huge boost to agent performance. Many responders asked if we had any empirical data that we could share on just how much of a difference adding mock calls to new agent training made on agent performance.
Comparing Two Agent Groups With and Without Mock Calls
I am so excited to share in today’s blog that when we went back and analyzed the quality monitoring results of 2 independent groups – one having mock calls in their training and the other not having mock calls in their training – there was a significant difference in the performance results of the 2 groups.
The table below shows the results from the analysis. The agents were monitored on customer experience, regulatory compliance, and business protocol.
Table 1
Performance Results Comparing Two Agent Groups With and Without Mock Calls
Study Group |
With Mock Calls in New Agent Training | Without Mock Calls in New Agent Training | Difference |
Number of agents |
14 |
16 |
(2) |
Number of monitors |
32 |
25 |
7 |
Study period |
First month post training |
First month post training |
None |
Overall Results (Higher is better) |
94% |
88% |
6% |
Auto-fail Results (Lower is better) |
3% |
16% |
(13%) |
Shortcomings of the Analysis
- The sample sizes were not not large enough to provide a high level of statistical confidence
- Longer term studies are needed to determine if there are lasting differences in performance
- The study groups were not in a completely controlled environment and other factors may have contributed to the difference in performance scores
I hope you send us your stories about success you have had with mock calls. If you would like to learn more about a custom-made mock call program for your healthcare contact center, please contact us and we would be happy to work with you.