Under ideal circumstances, taking your call center to a remote model is a task that you want to roll out over the course of a year or two. However, as COVID-19 forced this multi-year process into a matter of two to three months.
In the rush to keep your operations running, it is easy to lose visibility into how your team is keeping up with the workload. Are the queues longer than they should be? Are calls taking too long? These and many other insights that can determine whether or not your team is on track can be hard to determine when everyone is dispersed.
So how are call centers staying on top of their KPIs? In hopes of gaining a better understanding of how organizations are harnessing their call analytics tools, UC Today reached out to one of the leading providers of technologies for cloud call solutions 2600Hz to see what their customers are asking for to ensure that they don’t lose pace with their workload.
Defining the Need for Call Center Analytics
As a global company headquartered in San Francisco, 2600Hz works with resellers to offer their Kazoo platform. A highly scalable and customizable platform, Kazoo offers solutions for UC, Call Centers, SMS and Remote Collaboration, and the ability to build out APIs for CPaaS, just to touch on a few of their markets.
Speaking with Alisa Bartash, 2600Hz’s Head of Marketing, she says that her customers are telling her that, “It's not enough just to have that technological capability for call center staff to answer calls and take calls. Managers and administrators really need to know how long calls are lasting, if there are any, like VIP clients that are waiting an extraordinary amount of time, and make sure that calls are being answered within a timely fashion.”
All of these indicators need to be tracked and analyzed, says Bartash, noting that, “This is important not only so that the call center can not only meet their own goals, but ensure that they're providing the best customer experience possible.”
In looking for a call center analytics solution that would offer their customers the insights they need, even when going remote, 2600Hz chose to include Wallboards from Dimensions by Xarios into their Kazoo platform.
Why 2600Hz Chose Dimensions by Xarios
Managers can use wallboards to provide a real-time snapshot of how their call center is performing. Drawing from Dimensions’ Call Analytics data, Wallboards pull together statistics such as the number of active or abandoned calls, wait times, as well as other bits that can help managers to quickly understand what their status is and where they need to direct their efforts to improve operations.
“It's really just a helpful tool and an easy visual way for administrators and call center managers to keep track of their call center operations to make sure that everything is running smoothly, so that they in turn can make sure that their customers are getting that optimal customer experience,” Bartash tells UC Today, explaining that, “They can easily jump in and start troubleshooting in real-time.”
A key feature that Bartash says her customers appreciate during the remote work situation is that they are able to stream the Wallboard onto any TV with an Amazon Fire stick.
Alisa Bartash[/caption]
