 What separates a good call center
from a great call center?
The experience the customer receives
Do customers want to be showered with presents and taken out for dinner?
Well, who wouldn’t, but even more they would like to be listened to. How a call center agent handles customer queries is paramount to the call center's success.
When people phone a call center, what are the top 5 things they are looking for?
- That they will get a person and not an automated “we appreciate your business but all our agents are busy …”
How we can help: Our software shows supervisors how many agents are in an idle state and therefore available to take the next call.
- That they will not be feeling like their two-month-old will graduate before an agent answers their call
How we can help: The real-time feature allows everyone within the call center to view how long a call has been waiting or on hold and with the built-in chat function supervisors can write an agent and ask him/her to take the call.
- That they will not be transferred multiple times
How we can help: Our software shows when calls are transferred within a call center and pin-points exactly who is transferring the calls - making people less apt to do it.
- That if they have called with some regularity the person on the other end will know something about them
How we can help: Our software shows all of the times the caller has called the call center, how long the calls were and who they spoke with.
- That the phone will not be accidentally disconnected
How we can help: Our software tracks what is happening on each extension and can show you when a call is disconnected – providing the extension and time that it happened. When agents are aware that their manager can tell when the phone disconnects, they will try a lot harder to ensure that “accidents” do not happen.
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