Call center agents are one of the most vital parts of a call center. A well-informed, helpful agent makes customer service run smoothly, and improves the experience for both the business and the customer. Call center agents represent a large percentage of contact centers’ expenses, but turnover for the job is at an alarmingly high rate. However, there are steps that can be taken. VoIP call center software can be implemented to improve retention of call center agents.
One of the most critical things for lowering employee turnover is to ensure that your agents are well-equipped with the knowledge to get the job done. Knowledge databases are able to pinpoint key information from previous calls, so agents can access all of the information they need in one place. It is also capable of figuring out when certain requests are continuously being made so they can be placed into an IVR or self-service environment, thus freeing up agents for other, more urgent matters.
Home Based Agents:
With VoIP call center software becoming more popular, there is now the option of allowing agents to work from home. By placing them into their home environment, stress can be reduced and agents can be more effective. There are still ways to monitor progress and performance by using VoIP call center software while reducing the money needed in brick-and-mortar establishments.
Speech analytics allow managers and supervisors to access calls real-time, and enable them to back up the call center agents when necessary. Keywords and phrases can be chosen to trigger alarms, letting supervisors know that they need to intervene with a call. Immediate backup for call center agents allows for less stress, and faster crisis-management.
Business Process Automation (BPA):
BPA systems can be put into place to direct incoming communications to the most qualified person for the query. Things that require more technical support than a regular call center agent could accomplish will be automatically sent to the person who is knowledgeable in the subject.
By implementing technology such as VoIP call center software, call centers will save money on costs such as hiring and training, and will increase job satisfaction among their call center agents.