Call Center Capabilities

Predictive Dialing

Many Call Centers are designed to both take incoming calls and place outgoing calls. The same group of agents may be responsible for both sales and collections. The sales calls are primarily incoming, and the collections calls are placed during lulls in incoming traffic.

Outbound calls may be placed automatically using predictive dialers. Predictive dialers analyze incoming call traffic and agent activity, then automatically place outgoing calls when agents are about to be available. These predictive dialers help management increase agent productivity by decreasing idle time. When you receive a call during dinner and there is a slight delay before a telemarketer comes on the line, a predictive dialer was used to place the call. When the system detects that you have answered, it sends the call to the telemarketer.

Some Call Centers may focus primarily or totally on these outgoing calls, known as telemarketing. In these cases, less sophisticated dialers can be used. Regardless of the Call Center orientation (incoming, outgoing or a combination) management require similar features to assure optimal functionality.

Work Force Management (Scheduling)

Large Call Centers frequently extend their business hours beyond the traditional workday. Staff may rotate through different shifts or part-time employees may be used to provide extended coverage.

At the same time, call volumes tend to be cyclical. Some times of day or days of the week will always be more active than others. Management must provide a way to schedule employee shifts to reflect these changing requirements.

Balancing the number of employees and anticipated call volumes is a time-consuming task. Call Centers frequently purchase automated workforce management software to complement their Automatic Call Distribution systems. Another option for maximizing agent productivity is to mix inbound and outbound calling in one center.

Wall Mount Display

A wall-mounted display of Call Center volume and agent performance can also serve as a motivator for agents. Mounted in positions of high visibility, displays can be used to scroll information about incoming/outgoing call volumes, agents on line, average time to answer, etc. These displays serve as a reinforcer to agents, and provide valuable information for supervisors when they are away from their desks.

Screen Pops

Screen Pops can shave seconds from many if not all calls. Using a computer-to-PBX/ACD interface, Screen Pop brings the caller profile to the agent at the same time a call arrives. This saves the agent from having to ask for the caller's name, account number or other relevant information, keying in a data request and waiting for the screen to appear.

Some systems use ANI (automatic number identification of the calling number) to initiate the database inquiry and screen transfer, while others use an IVR (Interactive Voice Response System) to ask the caller to input identifying information that will in turn be used for database access and a screen transfer.

Fax Server

Routine requests for information can frequently be handled by a fax server. Order confirmation and general information can be provided very quickly with integrated fax response functionality.

These features give the caller an element of control over the way the call is handled. By using automation to eliminate the ambiguity and frustration of long hold times, Call Centers can increase customer satisfaction without increasing staffing levels.

Agent Capabilities | Call Center Telephone System

Sign-On/Off

Agents may serve more than one group and may rotate among several workstations during a shift or during a week. In order to monitor and evaluate agent performance, it is important to be able to track which agent is at which telephone. Each time agents make a change, they are asked to sign on and sign off the group they are serving. Automatic sign on/off processes save time and prevent abuse of the system. Using screen-based software programs, supervisors may also move agents from one group to another.

ID/Password

Agents may sign on using an identification number, with or without a password. The ID and password should be viable from any agent workstation, freeing agents to work at any desk during any shift. When agents serve multiple groups, tracking requirements will determine whether or not the agent uses the same or different ID and password for each group served.

Auto Answer/Auto Release

Automatic Answer and Automatic Release are features frequently used together and in conjunction with headset operations. With Auto Answer, agents receive calls without lifting a handset or depressing a button on the telephone. Agents may be alerted to the incoming call with a ring, beep, message, zip tone or other indicator. Auto release terminates the call when the local or long distance carrier disconnects. Thus, the agent is immediately freed to move on to other activities such as follow-up paperwork or receiving the next call. This feature also prevents agents from adding seconds or minutes to each call by delaying release. Auto release serves as a productivity tool for the agent and as an anti-abuse measure for management.

Call Alert

Work conditions in a busy Call Center would be unbearable if all telephones rang with every incoming call. Silent room conditions (where telephones do not have an audible ring) improve morale and productivity. Alternative means of alerting agents to incoming calls include:

• Audible ring, ring-beep, zip tone (sounds a like a zipper being opened quickly, heard only by the agent) for agents with a headset.

• A brief announcement, which may relate to call origin or may prompt the agent for a unique greeting. Also used for agents with a headset.

• Visible indicator such as a flashing lamp or phone display, typically with incoming line or caller information.

Wrap/Work

Call Center managers must be careful to balance pressure for agent productivity against increasing agent stress and frustration. Wrap and Work are features that allow the agents some period of time between calls to complete call-related paperwork.

Management may predefine the wrap period, or may allow agents to invoke Wrap as needed.

Work is a similar feature, allowing agents time to complete call-related tasks. Unlike Wrap, Work is not an automatic feature. Agents place themselves in and out of Work as needed. While some systems may combine these two features, they should be defined and reported/displayed separately for better evaluation of agent performance.

Transaction Code

In addition to any database information agents may enter into the caller's profile, there may be a need to collect other call-related information. For example, agents may collect information on "method of payment," "how caller heard about the company or offering", etc. This information may be used for specific reports to evaluate marketing activities, meet accounting requirements, etc.

Agents are able to enter transaction codes at any time during or after the call. Codes should be flexible, allowing for multiple fields, and should provide a display so that the agent can verify the input before completing the data.

Emergency Record

Some Call Centers are susceptible to harassing or threatening calls. It's important to be able to document these calls without alerting the caller. Agents should be able to immediately conference-in a centralized recording device as soon as they recognize a call of this type.

Supervisor Alert

When agents receive threatening, harassing or other problem calls (difficult question, hostile caller) they may need supervisory assistance. With Supervisor Alert, agents are able to get their supervisor's attention without interrupting the call in progress. Supervisor Alert may have these features:

• Transparent to caller.

• Alerts designated supervisor; then, if not available, hunts for first available supervisor in management-defined sequence.

• Informs supervisor of agent calling and reason for the alert.

Calls in Queue Display

Agents need to balance providing polite and friendly service against the need to answer as many calls as possible. A "calls in queue display" notifies agents if there are any calls waiting, and alerts them if the queue builds beyond a management-specified threshold. Thus, agents are prompted to shorten calls during busier periods.

Agent Statistics Display

Typically, when agents are able to monitor their own performance they become more productive. Agent station sets can provide immediate feedback for agents who want to evaluate their own productivity. Some of the statistics that might be displayed include:

• Time on line (since signing in)

• Number of Call Center calls handled (inbound/outbound)

• Average time to answer

• Average talk time

• Time in wrap/work idle time (time between calls)

• Number of non-Call Center calls

Agent at Home

Just as management may want to send calls to remote Call Centers, they may want to send calls to individual agent homes or small storefront locations. This capability is particularly applicable for accommodating employees with special needs. In addition, it may be useful in disaster recovery situations. The work at home solution should be nearly transparent for both agents and supervisors, meaning they have the same features, regardless of location.