How Contact Center Solution Improve Agent’s Performance?

For any call center, the greatest asset is its manpower. The agent working day and night to bring the expected returns from different campaigns plays a major role in success and failure of any call center. Regardless of the size of the call center, the performance of agents is the defining factor of success or any customer care center or lead generation center. This is the reason many call centers run different training programs for agents to improve their performance. Do you know that a contact center solution can play a very important role to improve the performance of agents? In this article, we will share the top features of a call center solution and its benefits to an agent in the process of increasing productivity and improving performance.

Fast calling process

The contact center solution comes with automated features such as auto dialer and predictive dialer. Thus, an agent doesn't need to dial the number manually, which would consume significant time. If you are thinking, the manual dialer is fine or click2call would work fine; the time spent in lead number dialing and calling is not that much then you must think twice because a call center has many agents. If we count only a minute or two, you may have a clear calculation that at the end of the day the time wasted in dialing a number is considerably bigger. Why not automate the process of dealing with auto dialer or use even an advanced version of the dialer, called, predictive dialer to ensure the agents are working at their full potential and time used of an agent is used in the right things.

Time-Saving

The contact center software comes with some amazing features that contribute to saving the time of an agent because Time is Money and this proverb is 1000% true in case of a call center. For an instance, the contact center solution like Dialshree comes with a feature called Disposition Bucket that can save a lot of time of an agent. How? Let me explain. We all know adding a disposition after a call is a must do the activity by the call center agents. The disposition bucket is a module that has ready to use buckets. Thus, an agent can add disposition just by clicking on the correct disposition instead of writing a manual entry which can be inaccurate as well. The disposition bucket provides a fast, accurate and convenient way of adding disposition. That will not only save a lot of time of an agent but will also contribute to increasing record efficiency.

Assured Quality

The contact center system has advanced modules that contribute to better quality and increased efficiency of agents. Also, there are some features that empower supervisors to assure quality. For example, call barge-in can be used to check how an agent is responding to a call without letting him know that he is getting screened. Also, the voice logger module records call that can listen to the supervisors to assure call quality. The advanced contact center solution allows searching for a specific word in the call recording. Based on the results, specific steps can be taken to improve quality and performance of agents in the form of meetings or training programs.