Improving Employee Efficiency
Many businesses are using call centre software to report on the agent’s proficiencies and weaknesses, allowing them to better allocate employee time. As a call centre manager, you can shorten call centre agents’ learning curves and expand your bottom line with smarter reporting tools.
Refining Customer Service
Since your call centre is often handling current and prospective customers, it’s imperative there is rewarding. Whether your call centre agents are handling incoming or outbound calling, providing customers with the right answers, quicker, by pooling customer information is important. This can create a competitive advantage for businesses in industries with traditionally poor customer service
Reporting Metrics For Management
In order to manage a call centre, the manager must have information. Data such as call volume and traffic is fairly simplistic, but call centre software also offers the ability to populate information for strategic decision making. Depending on your call centre software, you are allowed the ability to categorize your outbound and inbound call centre agents by each individual’s expertise. Call centre management is just as important, and possibly more crucial than any other business segment, according to a Loudhouse Research study, “The need to integrate call centre data with online customer service is a primary focus for the next 12 months, with 54 percent of decision makers citing this as a key challenge for the year ahead.” Pulling each agent’s up-sell rate, customer satisfaction rate, and revenue per call are just some of data that can assist in strategic decision making.
Job Logging and assigning
Job tracking and reporting
Job emailing to clients