Call center solutions are useful in multiple ways. This software comes up with amazing features, which can be used to enhance the results of different aspects. Along with agents, this software also offers some exclusive features for supervisors. In a call center, usually, supervisors handle complicated calls, which agents are not able to handle, plus, they take the required action to boost the productivity of agents. A call center solution often comes up with amazing features for supervisors, which help them boost productivity. In this article, I will talk more about the features that supervisors can use to boost the productivity of agents in their team and of the overall call center.
In a majority of call center solutions, all these features will be available. However, if you have not yet purchased a call center solution, then you must make sure that your call center solution has all these features.
1. Live statistics
This is a really important feature. In the contact center software, there will be a dashboard, which will show live statistics. Depending on the type of call center solution, the live stats can vary. However, it must show system and campaign performance. The real time data shown in the dialer will help supervisors ensure that the system is getting used optimally. It will also let the supervisor ensure all campaigns are active and agents are working productively. They can take the required action immediately if they see any issue related to the performance of agents or systems.
2. Barge-in and whisper
This is a traditional feature. Therefore, you will find it in any call center solution. Both of these are considered as supervisory features as they are developed for that purpose only. Both have different functionality.
The barge-in feature lets a supervisor listen to the ongoing conversations of agents with customers. Supervisors can listen to the conversation of any agent and customer without their acknowledgment. It means when the supervisor uses the barge-in feature neither customer nor the agent knows that the supervisor is listening to the conversation. Listening to conversation helps supervisors understand that agents are working productively or where they are getting stuck. Based on the analysis, training, call script enhancement, etc. can be performed to boost productivity further.
On the other hand, a whisper is a different feature. It lets supervisors not only listen to the conversation between customer and agent, but it also lets supervisors prompt agents to handle calls more favorably. With a whisper, the agent knows that the supervisor is listening and guiding him. However, the customer will not have any information related to the presence of any third person in the call. The real time coaching using the whisper feature helps supervisors to improve the performance of the agent. This helps agents to take similar calls better and this helps in increasing productivity.
3. Historical reports
The call center solutions also offer an extensive range of reports. Different call center dialers can have some common and some different reports. Based on the calling type, the call center may have some KPIs to measure. Measuring those KPIs using reports and taking the required actions can help supervisors boost the productivity of the call center.
Author works in a company that offers different call center solutions such as hosted call center solution, omnichannel contact center software, etc. The company also offers various services such as VICIDial customization, call center WhatsApp integration, etc.