Like call center agents, call center managers deal with high stress environments day in and day out. While most call center technology is used to ensure the contact center continues functioning correctly, there is also technology that does not only that, but makes life easier for call center managers. The following call center technology can help increase productivity of call center agents, while relieving pressure and tasks from call center managers.
Call center technology advantages
- Call routing: Call routing is a great asset to any call center. It can be configured to route based on different criteria, like geographic location, an agent’s skills, the time of day, based on a percentage, or based on the availability of agents. Call routing can also be used to ensure that a customer that calls back speaks to the same agent as previously if the agent is available.
- Live monitoring: Live monitoring allows call center managers to listen in on conversations, and jump into the calls when they see an agent is struggling or dealing with a particularly unhappy or difficult customer. This can enable call center managers to stop a problem before it gets too big, saving them a headache later.
- Call recordings: Call recordings can also be a huge lifesaver for call center managers looking to train agents or promote them. Agents who have trouble with certain types of transactions can listen to calls that they may have done wrong, and allow them to see what they should have done differently by listening to call recordings that went well.
- Flexible Locations: Cloud-based telephony allows agents to work from home, making issues like snow days no longer a reason to shut down operations. Instead, agents can just log into the queue from wherever they are located, and begin receiving calls like any other day of the week.
Investing in call center technology that makes life easier for the call center manager is important. Watching operations run more smoothly and agents become more productive allows call center managers to focus on more pertinent tasks.