Five contact centre features you should be using (but might not be).

You may think you’re running an efficient and cost effective contact centre, but there’s always room for improvement when it comes to the customer experience! Whether it’s gaining more insight into contact centre operations so you can better manage your business, accurately staffing agents to the forecasted call volume or ensuring your contact centre is a resilient and highly available business unit – you may be missing out on key contact centre features that can help you better measure and manage your business.

If you don’t have these features in your contact centre software, you might want to reassess and consider how they could help your organisation stand out from the competition.

#1 Effective reporting.

With cradle-to-grave lifecycle reports, your supervisors get a 360-degree view of contact centre events and can trace activities related to specific calls, identify performance issues and optimize call flow designs. With Lifecycle reports, supervisors have an easy way to report on the most important key performance indicators so they can focus on increasing operational efficiencies. Managers can also create customizable reports and can even combine data from different tools (e.g. SQL Reporting Services or Crystal Reports). With customisable reporting, you put the right data in the hands of managers and supervisors who can put it into action.

#2 User-friendly call scripting.

Call scripting (or call guiding) can help you to ensure consistent Best Practice, reduce training costs and provide valuable insights that can dramatically increase success rates. The right technology provides an effective and cost-efficient method for improving how companies handle calls by analysing the performance of the best call handlers and then setting up call guides which follow their methods. The idea is that this is not an IT task – so that managers, trainers and administrators can create and modify scripts without any disruption to the day-to-day work.

#3 Agent forecasting.

With a workforce scheduling solution, you can free your supervisors from the time-consuming task of manually configuring employee schedules and retrieving historical data for forecasting future call and contact volumes. This enables supervisors to more efficiently create schedules, communicate staffing and resourcing challenges and spend more time performing mission-critical functions such as coaching and mentoring agents. Staffing represents the largest single expense for a business, so optimising your employee-to-call ratio is fundamental to efficient operations.

#4 Adherence monitoring.

With schedule adherence monitoring, supervisors are enabled with the tools they need to verify that employees are performing their on- and off-phone duties as scheduled. With out-of-adherence alarming, supervisors can be notified immediately when agents are not performing scheduled tasks and can take action to ensure that service levels are not affected. By giving your supervisors adherence reports, they can note trends, coach agents and improve contact centre performance.

#5 Interactive agent, queue and call control.

With interactive agent control, your employees can quickly change their agent states (for example, available, do not disturb, make busy, etc.), resulting in improved service levels. Supervisors can save time with queue control and can improve customer service by opening and closing queues based on real-time conditions. They can instantly change agent and queue availability to adjust to unplanned call volumes and ensure efficient service. As an extension of interactive agent and queue control, the interactive call control option provides an immediate response to changing call volumes. Contact centre employees can dynamically control calls to ensure they are dispersed effectively and ensure priority calls are answered first.

Next steps.
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