Agents’ cheating in contact centers is a widespread problem with two global premises:

⭕ Agents’ fraud.
â­• Poorly designed business processes that provoke dishonest behavior.

Regardless of the premises, contact center efficiency drops, and business performance suffers.

These are just a few types of cheating that may occur in a contact center:

💥The agent doesn’t hang up when the client has disconnected. This gives him a chance to rest before the next call.

💥Intentionally delaying the call by not putting the person on hold while claiming to look for information. A long pause occurs. The contact center system does not flag this pause because the call was not put on hold.

💥Using the company line for personal purposes. The agent teaches his personal contacts to call back to the contact center and say, “I was talking to so-and-so just now; switch me over”. This way, they occupy the line and talk their own business.

💥In outbound call centers, agents may engage in blatant fraud, such as registering as salespeople in multiple companies simultaneously. They make calls and sell something from your call center but are doing business for another company.

💥In sales-focusing call centers, some agents make “lazy calls” by not attempting to overcome customer objections. After the first objection, they bid farewell to the customer and move on to the next call.

💥During outbound calls, agents reach the customer’s voicemail and simply stay on the call without saying anything, using this time to rest before the next call.

Until a couple of years ago, stopping this was a real challenge. Now, with advanced tech, we can uncover and eliminate every form of cheating.

On the webinar, Olena Iosifova dives into:

✔️ various cheating types;
✔️ why they occur;
✔️ tactics to tackle them.

Join our webinar and start boosting your contact center efficiency right away!

Registration to webinar is

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