Call center desktop software helps agents move quickly and easily through the multitude of desktop applications needed to do their jobs well and focus on the customer experience. However, just having a desktop software solution in place does not automatically mean a call center is going to increase productivity, enhance the customer experience and cut costs overnight. While a desktop software program can streamline the inter-application process, there is still a chance for many performance or process impeding issues to happen and go unnoticed.
These problems typically occur at the micro-level and include an agent's poor typing skills, long desktop navigation time and a poor use/under-use of knowledge base. But how is a call center manager supposed to know which agents need help with certain performance issues? That's why desktop analytics and agent activity tracking software is so valuable.
Desktop analytics provides the necessary insights so your call center managers can pinpoint knowledge gaps and identify individual training/coaching opportunities, as well as find new ways to improve the customer experience and overall operational efficiency.
Even small differences in you agents' work behaviors, such as typing speed and use of quick keys, can separate the okay, good and great members of your call center team. Inefficient use of desktop applications can have a negative impact on your AHT and in a world where every second counts those wasted seconds can end up costing you millions. Desktop analytics tracks 100% of desktop activities, alerting you to any agent behaviors that could be driving up your call center costs. Even though every one of your call center agents has received training, not everyone learns at the same pace. Some of your agents might need additional coaching in certain areas to help improve their overall performance. Desktop analytics is going to help pinpoint exactly where each agent struggles and excels.
Online Call Center Solutions Delight Customers
The hosted predictive dialer is hot, the auto dialer and cold calling is so last decade! The hosted predictive dialer is changing the telemarketing industry. The days of waiting months for a T1 to be turned up are over. The costs are significantly lower, no long term contracts,no phone vendor needed for wiring the office. Best of all agents can work from home. All you need is a computer and a Internet connection, either a DSL or cable modem and you could realistically start dialing today. A hosted predictive dialer is a computerized system, hosted by the dialing company that automatically dials batches of telephone phone numbers, to connect with a live agent or telemarketer.
The technology has changed drastically in the last few years. The basic auto dialer automatically dials telephone number lists for telemarketers who are waiting for a call. The hosted predictive dialer has algorithms in place to predict the number of lines needed to call to have a live person speak with the Telemarketer.
The hosted predictive dialer algorithms are able to detect busy phone numbers, fax machines, answering machines, disconnected numbers, and no answers.It will connect only live people to waiting call center agents. This will free the call center agents from wasting valuable time, dealing with bad calls, ring tones, busy and no answers.
The Hosted Auto Dialer algorithms will automatically make adjustments based on the phone list provided by the call center. A client who has a list with a ton of disconnected numbers, will have the number of lines automatically turned up. A client who has a list with a high connect rate will automatically use less lines and not have customers put on hold. The hosted dialer will automatically adjust to avoid call abandonment. The federal government has specific rules on the % of calls that are allowed to be abandoned.
The hosted predictive dialer is similar to a virtual voice broadcasting system used to make automated calls for non profits, politicians and B2B marketing. The Pricing for a hosted dialer system will cost under $200 per month-per agent and the call center will have call disposition and reporting.