Giving a good first impression to your customers when they call into your contact centre is vital in today's competitive business environment. Therefore, it is essential that your agents work efficiently and effectively to ensure the highest levels of customer satisfaction. This guide covers 5 ways to boost productivity in your contact centre, to give the best first impression to your customers.
1) Giving agents information about who is calling
Helping your agents provide a personalised, prompt service is vital to driving quality customer engagements. Contact centre software can instantly deliver calls and account information to agents as they receive calls, making it easy to identify customers and the service they are requesting.
2) Make data entry automatic
It is important to consider the time that could be saved if information was shared between applications to automatically duplicate the necessary information across applications. This reduces the possibility of data entry errors, speed up the time it takes for an agent to handle the enquiry, and ultimately facilitates first-contact resolution.
3) Monitor, measure, manage
The core of any good contact centre is a rich reporting component. it is important to consider reporting software that offers comprehensive historical reporting, real-time monitoring, life cycle reports and advanced data filtering and search capabilities. These tools allow supervisors to see the big picture while readily pinpointing problem areas to effectively measure and manage performance.
4) Help customers help themselves
One of the easiest ways to boost productivity in your contact centre is to enable your customers to help themselves. This can range from being as simple as providing an auto-attendant so inbound callers can intelligently decide who is best suited to answer their phone calls or as complex as providing callers with the ability to interact with your business without ever talking to an agent - for example checking account balances or making billing payments over the phone. In order to allow customers to help themselves, you'll need contact centre software that has interactive voice response capabilities.
5) Let the agents work from home
One of the easiest ways to improve agent satisfaction is to provide them with flexible work options. More and more, today's workforce is expecting the ability to work from home and, fortunately, with the right contact centre software, you can make that happen. Businesses of all sizes are increasingly relying on home offices and remote workers for connecting their full and part time teleworking agents. In order for these agents to be productive, they require access to the same services used at the main contact centre location. This includes all of the applications, data, voice and multimedia capabilities they require to do their job.
If you are running a small or large contact centre and you are looking for applications to make your staff more productive, contact us today on 01908 324 270 or info@entropie.co.uk .