Skip to main content

5 tips improve agent efficiency in your call center

Agents are the costliest resource in a call center. So make sure they are efficient and are provided with the right tools. Here are 5 tips to improve your agent efficiency:
Photo Credit: Flickr

1. Well designed IVR: A properly designed IVR frees up an agent for more important tasks by taking care of the most common requests/complaints. You can read more about Importance of an IVR flow in a call center.

2. CRM integration: Your call center software should integrate with your CRM and provide the right contextual information to the agent so that he/she does not spend time in trying to search for the customer information after the call lands.

3. Click to call: This allows an agent to connect to a customer directly from the CRM screen, saving time.

4. Dialers: These are a must if your call center is running a sales process. Feed the dialers with a list of numbers and let the dialer figure out the optimal agent assignment. You can use preview, progressive or predictive  dialer depending on your use case.

5. Shortcuts: Remember, your agents are your power users. So give them the power tools. Your call center software should have well defined shortcuts for the most common tasks. Call transfer, hold, customer info pop etc should all be just a key press away.

Remember, when it comes to agent time in a call center, every minute counts.

Sign up for Cloudagent and improve your agent efficiency.


Popular posts from this blog

Integrating Arborjs with Angular to create a live calls dashboard

Arborjs  is a cool graph visualization library. Angular  is one of the best JavaScript frameworks and we have been using Angular in a lot of our front end development. When you handle millions of calls, proper visualization becomes very important. Without proper visualization, you can get lost in the mountains of data. So we spend a lot of time to come up with good visualizations to represent the data. Since we loved the cool way in which Arbor represented graph data, we could not wait to hook it up with Angular. Because of Angular's two way data binding, when you hook up Angularjs with Arbor.js you can get a dynamically updated visualization of graph data with cool animations. To give back to the community, we have put up the code online at Github . Basically we have created an Angularjs directive for Arborjs. Please feel free to fork the code and add extensions and use it for your own visualizations. The code is self explanatory with comments inline. Best way to get s

First Post

In this blog, I will be talking about my experiences in trying to build a cloud telephony platform , KooKoo . Along the way I will also be talking about different design choices I made, good programming practices and the IVR domain in general. For technoratti: NNFJW8EW86C3

KooKoo Contact Center integration with WhatsApp

WhatsApp announced the launch of their business API yesterday. This is a big deal. A lot of businesses have been asking for WhatsApp integration and now its a possibility. Twilio has already launched an integration . Won't be long before we see a lot more integrations pop up. The most obvious use case is for support chat bots, alerts and reminders. But we at Ozonetel believe one other use case will become the dominant use case, WhatsApp as a support channel with human agents. We believe WhatsApp will become a dominant channel in contact centers world wide. There are multiple reasons for this: WhatsApp is ubiquitous. Everyone has the app. WhatsApp interface is well known to all customers. It is feature rich. You can share audio, video, location etc in the app itself. You can integrate bots for repetitive tasks. Being the leaders in cloud contact center solutions, we at Ozonetel knew that we had to integrate with the WhatsApp channel as early as possible.