Agents are the face of a call center as they communicate with customers to resolve their queries or to entice them to generate sales. In any model, agents usually are the ones that communicate with customers and prospects. Also, agents need to take back to back calls, which make their job challenging and stressful. To make sure they perform at full potential in all conditions, call centers can use a powerful tool, called, call center software.
Usually, the call center solution is used in all call centers. This tool is developed to empower agents and not only to handle routine operations. Agents can utilize different features of this software to deliver even better performance. On the other hand, call centers need to employ a feature rich call center software, which can provide advanced features to empower agents.
Let’s explore the top 4 features of a call center solution that empower agents:
- Auto dialers
If the call center runs outbound campaigns, auto dialers can be a very helpful feature. In a call center, there are different types of auto dialers available; from the predictive dialer to preview dialer, power dialer, progressive dialer, etc. to empower agents working on outbound campaigns. Each auto dialer offers different features and each one of them is useful to speed up the process of calling leads or customers.
- Call routing rules
Customer care centers usually run inbound campaigns. Agents handling incoming calls aim to resolve issues of the customers. Based on the nature of the campaign, agents can be empowered by using different call routing rules such as:
- Skill based call routing
- Sticky agent
- Advanced call distribution
- Most idle agent call routing
- And more
These call routing rules get developed to benefit customers in a way that customers get connected to an agent that can resolve the issues and concerns at the earliest possible.
- Soundboard Avatars
It is an amazing tool to cater to customers around the world. It is an advanced feature. Thus, it is not available in all call center solutions. You can get access to this feature either in an omnichannel solution or an advanced one. Soundboard Avatars are a group of voice prompts available in the native language. It can be used to cater to the calls of native speakers and build initial interest for them in the offerings or to pacify them.
- Disposition bucket
It is another amazing feature available in the call center solutions. After each call, agents need to write disposition. Disposition is a short note about the call’s conclusion. It indicates on which note the call was concluded. Disposition bucket is an advanced feature, which is available in advanced call center software. It has a list of common disposition. After the completion of a call, an agent can select the disposition from the list of available dispositions. He does not need to write a disposition, which would waste the time of agents.
There are many more features available in the call center software that reduce the time investment of agents and increase customer satisfaction by empowering agents.