How To Boost Productivity Of Agents Using A Call Center Solution?

By Author: Mike
Total Articles: 64
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A call center solution is an advanced software platform built with a range of features. You can also add other functionalities using different add-ons or applications. You can also integrate different third-party and open source solutions into the call center software. This comprehensive solution helps in leveraging multiple advantages.

One of the major advantages that you can leverage by using the best call center solution is boosting the productivity of your agents and supervisors.

Let me explain how you can achieve higher productivity of your agents and supervisors.

1. Automate quality assurance

AI voice analysis for call centers is an artificial intelligence-driven tool that helps in automating the whole process of ensuring the quality of the calls and quality of service. Your supervisors will not need to measure the quality of different calls. The AI voice analysis for call centers will do that automatically. This will give enough time to supervisors to handle other productive jobs and help agents work more productively with real-time coaching.

2. Self-serving options

Customers ...
... often demand common things or ask common questions in many sales and support centers. The formal conversations with this type of client often waste the time of agents. The self-serving features available in the call center software can be really useful here. This will reduce the call queues and call waiting time. It will also ensure that complex queries are assigned to agents to maximize their productivity and sharpen their skills.

3. Easy to skim call scripts

The call center solutions offer basic and advanced features to agents to work more productively. The call script is one of the features available in the call center software. It provides hints to the agent to conduct a call professionally and deliver a uniform experience to all clients. The call scripts should not be way too long or way too short. It should be easy to skim. Agents should be trained to use call scripts as hints and should not read them robotically to work more productively.

4. Provide real-time coaching

Barge-in, whisper, live statistics, conference calling, etc. are different supervisory and coaching features available in the call center solution. Use these features to provide real-time feedback or coaching to your agents, so they can improve performance and productivity.

5. Provide self-assessment options

Along with keeping your supervisors on the job of training agents, let agents self-assess their own performance and improve as and when needed. Call recording, agent scoring by AI voice analysis tool, etc. are the top tools that can help your agents self learn themselves.

6. Lets agents focus on core goals

Always share major KPIs that your call center is focusing on to improve client satisfaction, sales, or other goals. Along with the KPIs, agents should also know core goals, so they can focus on delivering better performance instead of giving all their attention to KPIs and their values.

These are the top tips that you can keep in mind to improve agent productivity at its best.