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.
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.
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%) |
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.