When I think of a Contact Centre, I picture several cubicles crammed into a small office with loud chatter and telephones ringing. Although I can’t shake that memory, most contact centres are nothing like that today.
Technology is continuously changing, and we are seeing an increasing focus on customer service in Contact Centres. Supplying your agents with the proper tools to deliver the best customer service does not have to be complicated.
Keep reading to learn five features you should look for in contact centre solutions in 2020.
1 - Automated Dialler - Auto Dialler
An automated dialler feature is as equally time-saving as it is useful. This feature automates the process of dialling numbers in your contact centre. An administrative user will upload a list of information into the database, and the application will dial the numbers based on the algorithm or settings. Once a call is answered, the system will connect the call to the appropriate representative.
The data imported in the application can be organised through campaigns. For example, you can have a ‘USA’ campaign with US phone numbers, as well as a ‘Canada’ campaign, with Canadian phone numbers. Organising the data per campaign will eliminate confusion and error.
To summarise, the auto-dialler feature will increase the call connect ratio, decrease idle agent time, and improve the productivity of agents.
2 - Call Blending Capabilities
Implementing a call blending feature allows both inbound and outbound agents to make and take calls when necessary. Older contact centre solutions require a supervisor to manually make changes to an individual agent's capabilities.
Now, call blending can be turned on (or off) with the click of a switch! When turned on, the system will automatically divide the agents into inbound callers waiting in the queue, and outbound calls that need to be made. This feature makes for an efficient contact centre because when incoming calls are slow, the inbound agents can work on the outbound campaigns (and vice versa!)
The call blending feature gives agents an opportunity to gain more call time experience and increases productivity.
3 - Agent Statistics
Detailed agent statistics that are produced in real-time are incredibly beneficial to a contact centre of any size! Statistics will assist supervisors in determining which campaigns are
succeeding and which are failing. They also can be used to assess agent abilities. Detailed agent statistics show items like an agent’s:
- Sessions
- Performance
- Actions
- Available
- Idle
- Busy
- On a Call
- Calls
- Inbound
- Outbound
- Direct In
- Direct Out
Although revenue is important, customer experience and satisfaction are becoming a significant focus in contact centres. Detailed statistics give you a better understanding of your agents. This better understanding you have of your agents allows you to prioritise your KPIs.
4 - SBR - Skills-Based Routing
As mentioned above, statistics improve the understanding of your agents. Skill-Based Routing makes it possible for supervisors to prioritise agents.
Patrice Bramat[/caption]