One of the chief complaints heard by consumer experts these days is the lack of quality customer service available to them. Unavailable or poorly trained staff have been cited as two of the more egregious annoyances experienced by customers, a problem that isn't about to go away any time soon. For companies seeking to hire and retain quality workers they are faced with a double dilemma: finding competent staff to serve their customers and justifying the funds to pay and house employees.
Fortunately, there is another option worth exploring: virtual office support. Yes, by selecting a virtual office contact center companies are able to save money and still offer the professional services their customers deserve. Please read on to learn how businesses are saving thousands of dollars per month thanks to the services provided by one phone system provider.
Virtual customer service is loosely defined as a tool whereby businesses can utilize the expertise of human staff without the extensive overhead normally incurred. When it comes to a company's traditional phone system, one or more staff would usually need to be present on site during regular working hours resulting in labor and facility costs incurred. Add these costs to the price of the phone system and most businesses would find themselves paying thousands of dollars monthly for this service, no minor charge particularly for small businesses.
Online Call Center Solutions For Customer Service
Call center management is complicated. However, it can be simplified with the proper tools, such as Inova Solutions' Performance Tracker 2.0. This is a web-based dashboard that gives managers real time facts and data to work with, allowing them to make more effective decisions and adjust their plans quickly as different situations arise. Potential problems can be nipped in the bud with this call center management tool.
The Performance Tracker works by consolidating metrics and data from multiple sources and displaying it all on one cohesive dashboard that can be customized according to your needs. Managers first see a high level overview of their business and operational metrics, but they can easily drill down into various sections to learn more details. Moreover, the system allows management teams to instantly compare actual performance versus goals, and this knowledge allows them to take immediate and effective action. All the essential information can be displayed at a glance with Performance Tracker - key performance indicators are displayed graphically in the form of charts, gauges, and grids.
Another positive aspect of the Inova Solutions call center management tool is the way that it integrates with nearly any data source, including ACDs, workforce management systems, and even internal databases. Furthermore, since the dashboards are built on Microsoft Sharepoint, customized viewing options are easy to create and edit.
Of course, the main positive of Performance Tracker is the fact that it helps businesses become more efficient and therefore more effective- managers spend less time running reports and more time on coaching their agents and managing their call centers.