Feb 24, 2015
Whether you’re a Call Center Manager for a busy customer service department or you run a multi-shift third-party debt collection center, there’s no debate that you have lots of people, deadlines, quotas, and reports vying for your attention. While the responsibilities in your ever-demanding role will always ultimately rest on your shoulders, how you choose to handle and manage those responsibilities makes all the difference in the:
- Quality of service your clients will experience,
- Amount of (or lack of) stress you’ll have to deal with on a daily basis, and
- Level of engagement your employees will experience.
To utilize your resources, your time, and your expertise most productively and efficiently, how you choose to orchestrate and lead the operations of your call center should encompass several integral components. One of these is virtual call center software that creates a centralized location for all phone call data. Without this advanced, cloud-based, state-of-the-art industry resource, you’ll be making your job more stressful, more time-consuming, and more headache-inducing than it needs to be.
Here are some of the key benefits of implementing virtual call center software:
All calls are saved to a single location.
With long-term storage recording to a single location, finding and retrieving previous calls is a breeze. Saving time and man hours previously wasted on searching for calls completed is no longer a concern. Recordings of inbound, outbound, and even manually dialed calls are stored in one convenient and easy-to-access location and stored longer than ever before. Whether you need to retrieve a call to handle a customer concern or train an agent, you have everything you need at your fingertips.
Training is easier.
Even though some people learn more quickly when they’re required to read what they’re supposed to do, and others function best when told what to do, and still other agents pick up training faster when they’re shown how the process is to be done, everyone learns successfully when they get to hear themselves stumble and fumble through a call and realize what they need to do to make it better. Learning through firsthand experience help speed the understanding and makes it easier. With virtual call center software, you can pinpoint specific examples of where agents have hit the nail on the head, and you can easily retrieve past calls that demonstrate a “work in progress.”
Agents can get the whole picture, at once.
Advanced cloud-based software that enables you to centralize your data also enables your agents to review and approve calls for their colleagues. They can seamlessly switch between taking a new call and approving another call for another agent. In addition, they can access and review a customer’s account information at once without having to place the customer on hold or spend time searching for data after the call. Further still, your agents can cycle through as many as 120 accounts in less than 60 seconds!
Monitoring compliance and customer service just got fun.
Instead of trying to remember what day, what shift, or what agent had a particular call that you want to retrieve to ensure it was compliant or that you need to find to “rewind” what a customer said and verify it, a centralized data system keeps everything organized, efficient, and easy to access. No more putting it off ‘til tomorrow; you can readily take care of all of today’s concerns today and start with a fresh slate tomorrow!
Try cloud-based call center technology to transform your hectic shifts into efficient, organized, customer-friendly, and agent-engaged productive days.
Download the TCPA Compliance Checklist eBook to keep your agents and call center on track with the new TCPA regulations.
About the Author: TCN
TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.