When you start your search for a Contact Center application, you’ll need to make sure that the one you choose is equipped with these vital features.
Detailed Reports Depicting Accurate Performance of Your Agents
As the supervisor of a Contact Center, you need to stay on top of the performance of the Contact Center, its queues, and each Agent that you manage. Four types of reports that enable you to view this are:
- Overall Active Summary – this report allows you to compare the average talk time, time of unavailability and hold time.
- Call Duration Report – this will let you identify long call durations so that you can use this information to train your employees and thus reduce call times.
- Inbound Calls Report – it is very important to know when the highest call volumes are occurring so that you may adjust staffing and queues as needed.
- Abandoned Calls Report – this will show things such as frequency of hang-ups, preventing unsatisfied customers.
Dashboards That Display Real-Time Statuses and Metrics of Agents
In order to provide the best customer service, it is very important to constantly monitor your performance via Contact Center. Dashboard is a quick view that will show you everything you need to know.
Dashboard gives you a visual chart that shows supervisors real-time statistics such as current number of calls in queue, longest wait time, expected wait time, etc. This enables you to identify and respond to challenges, all the while keeping your customers satisfied.
Call Recording to Develop Opportunities for Coaching, Training and Quality Control
When you are training your employees, Call Recording has been proven an invaluable feature. Managers can record the phone conversations that employees have with their customers so they can identify ways improve the customer experience, and to verify that their employees are compliant with their policies. Call recording can also be used to decrease the amount of errors when it comes to the entry of customer information. The information that’s recorded over the phone can be saved for later review, such as contact or credit card information, which can prevent any forgotten or inaccurately typed information.