In order for a call center to deliver the highest level of support and service, the agents and managers working within must have access to the right tools and technology. If you are in the market for an outsourced call center solution, one of the most important things to consider is what features and functionality each brings to the table. Not sure where to start? Here are a few key questions that should help you choose the best option.
Does the call center provide real-time current status wallboard (such as SLA or queue volumes) by remote access?
It can be extremely helpful, especially in the case of an outsourced call center solution, to be able to see how many agents are available and what the current call volume is. Ideally, this would involve an online “wallboard” that can provide this type of insight in real-time. This can help you to determine if the current set up you have is adequate or if it might be time to scale up or down.
Does the call center have systems/equipment for supervisors to manage and control the performance (such as call quality) simultaneously?
Most contact center agents try their absolute hardest to meet or exceed SLAs, but occasionally there are instances in which coaching might be warranted. When managers can accurate measure things like call quality, average hold time, average handle time, etc. they can focus on optimizing staff performance, which means better support and service for your customers.
Does the call center have remote access for real-time monitoring and auditing?
What about when a manager is not located in the same facility as the agent? For instance, Callnovo offers the option of hiring remote agents who work from their own homes as a way to make outsourced call center services more affordable. You’ll want to make sure the solution you choose includes technology that facilitates real-time monitoring regardless of where the agent is physically located.
Does the call center have full reporting ability to generate every aspect of call center history performance, such as Average Answering Speed, Hourly SLA, Average Handle Time, Utilization Rate, Occupancy Rate, etc.?
Reporting is important for measuring, tracking and optimizing call center performance. It’s also important for forecasting future need and identifying areas where coaching and improvements can and should be made. When you enlist the help of an outsourced call center, you’ll want to make sure that you will be able to get robust reports so that you too can measure performance accordingly. Full transparency is the key.
What about technology from the customer’s standpoint?
Internal technology isn’t the only thing to consider. It’s also important to find a contact center solution that offers quality client-facing technology as well for optimum user experience. For instance, look for the ability to deliver seamless real-time chat or instant messaging support.
Callnovo offers all of these things and so much more. Contact us today to learn more!