A customer’s experience with your company is heavily influenced by how your call centre agents respond to their questions and concerns. A company representative’s interaction with a customer is an opportunity to increase the level of trust they place in your company during the sale. When customers have a good experience with your business, they can expect the same level of service every time they contact you.
It may not be possible for call center agents to resolve all problems directly, but they should be able to refer calls to someone who can. In addition, customers expect a seamless transition between departments with minimal wait times.
Best Practices for Call Center Support
Here are some best practices for improving support call center agent performance:
- Benchmark the performance of call center agents using KPIs.
- Support agents by communicating goals.
- When reviewing the performance of call agents, use KPIs and goals.
- In training, call agents can silently whisper tips and reminders to each other to help them during a call.
- Managers can use call barging to break into difficult calls and assist in resolving them.
- Make sure call agents know the key performance indicators by leveraging analytics.
- Consult your call agents about areas for improvement and their views on adding software or other tools that will assist them.
- Regularly train your employees with a focus on customer service.
- During calls, create a centralized knowledge base that is accessible.
- Measuring the performance of call center agents
- When using a cloud-based softphone, you can access valuable metrics for your sales or support call center.
A cloud-based phone system from Knowlarity that is easy to set up, implement, and scale provides the following metrics:
- See how many inbound and outbound calls were made.
- Analyze how long each inbound and outbound call took.
- See the percentage of missed calls compared to the total number of inbound calls received.
- See how many voicemails customers left.
- An investigation of the average time it takes for a customer to be connected with a user.
- The amount of time that passes before a voicemail or missed call is archived in the phone app by a user.
- You can view the average duration of inbound and outbound calls.
- Using the total number of calls for all users at the present time, calculate the average number of calls per user.
Tools for Call Center Agents
Your call center agents need the right tools to compete with the type of customer experience that today’s customers expect and what your competitors are offering. In order to give great customer service, a cloud-based Softphone with robust call center features and the ability to integrate with business applications is a “must have”.
Using Knowlarity’s cloud-based Softphone, call agents do not have to install any call center software or hardware. Agents can begin answering your calls as soon as they log in. You get great flexibility with Knowlarity. There is a wide array of features beyond what other telephone system providers offer, like call routing, interactive voice response (IVR), call queueing, call whispering, and call recording, to name a few.
Softphone applications are increasingly ubiquitous in the workplace, not only as third-party solutions but also as integrated apps from softphone service providers. There are several advantages to desktop softphones, including reduced licensing fees, easier contact importation, and seamless integration with localized features.
Softphone apps for desktops offer specific advantages that desk phones and some other softphones do not. For example, there are many features that enhance team communications, such as geographic flexibility, video and messaging, contact integration, and employee presence.
Video & Messaging: Enhanced Collaboration
Most desk phones can’t compete with desktop softphones in terms of video and messaging.
Contact Integration: Save Time & Effort
Desktop softphones can pull contacts from external sources, including a user’s email account, a .csv file, and a computer’s contacts app. Softphone setup saves employees the time and effort of manually entering contact information. In addition, some apps provide access to the entire company directory and allow employees to add and edit contacts within the app interface.
