Tools and Features Managers Must Use to Boost Productivity in Call Centers

Posted by Jay on February 1st, 2021

Agent productivity is one of the definitive factors in all call centers. Managers are responsible to boost the productivity of agents. Usually, managers in call centers, take intensive training sessions to boost the productivity of agents. Other than that, many agents also take mock calls with agents and sometimes provide real time coaching by handling complex calls. Along with training and coaching, managers in contact centers can take advantage of call center technology.

There are many tools and software available in the market, which can be used by managers to boost productivity, performance, and value of KPIs in the call centers. In this article, I will shed more light on how different tools improve the productivity of agents in any contact center or business running customer care and sales campaigns using a call center solution. I will share the top 3 tools managers must get to boost productivity.

1. Call center solution

One of the most effective tools available at the disposal of managers is call center software, also called call center dialer or contact center solution. It has many features to offer, which help in boosting the productivity of agents without affecting the quality of service (QoS). Some of the amazing features and their use help in boosting productivity:

Predictive dialing

It is one of the auto dialers, which is available in advanced call center solutions. It is extremely fast and makes sure there are zero seconds wasted. This feature boosts agent productivity miraculously. It can be used when you run outbound calling campaigns. Due to any reason, if a predictive dialer is not used, it is highly recommended to use any of the auto dialers available in the call center solution.

Skill-based routing

This is a call routing strategy available in the call center solutions. It assures that an incoming call gets connected to an agent that is highly skilled to handle the call. This helps in reducing average talk time and increasing average first call resolution. Therefore, using this routing strategy can help in boosting productivity. Even if this call routing rule is not used, using any of the automated call distribution rules is necessary to boost productivity.

2. CRM

This software can store much more information than a call center dialer. This tool provides rich information about the client to the agent. This information can help in delivering better and personalized responses. Therefore, using this software during a live call interaction can be helpful. However, if agents are switching back and forth between a call center solution and CRM software, then it can reduce productivity. Call center CRM integration can help managers to boost productivity.

3. Additional communication channels integrated into the call center solution

Nowadays, omnichannel call center solutions are available in the market. These solutions offer all communication channels such as WhatsApp, SMS, email, video calling, SMS, email, fax, etc. Some of these communication channels allow agents to handle more than one query (customers or prospects) in parallel. This clearly boosts productivity. Even if your business does not need all communication channels, you must get a multichannel call center solution, one with multiple channels, to boost productivity.

Author Bio

Author writes articles on call center solutions, virtual call center solutions, smart call center software, open source call center software, etc. The author writes on different VoIP solutions and services.