How SingleComm’s Call and Contact Center Software Boosts Agent Productivity

Call Center software

No matter what you’re selling or where you’re located, the same issues tend to arise when it comes to providing excellent customer service. Perhaps your agents are spending twice the amount of time they should interacting with customers. Or maybe your virtual call center’s employees are on different time zones and struggle to efficiently communicate with each other. Or, it could just be that new hires can’t find the information they need to properly assist your clients. No matter what your challenges are, implementing call and contact center software could drastically improve your business.

It’s not always easy keeping your call center organized. Many companies feel like their employees aren’t being productive. In fact, an estimated 75 percent of managers in the customer service industry are dissatisfied with their agents’ performance. However, they could just be lacking the right tools. In this blog post, we will look at what contact center management entails and how call and contact center software can boost productivity.

What is Call Center Management?

As we’ve previously discussed, a call or contact center is a hub for inbound and outbound calls designated to assist existing customers and reach out to potential clients. Having a contact center and managing one aren’t necessarily one and the same. Contact center management entails properly training each agent, making sure they have access to necessary tools, information, and real time analysis to ensure that customers’ problems are being solved.

Without proper management of your onsite or virtual contact centers, you may encounter several problems that send your employees running and leave your clients unhappy. Fortunately, there are affordable solutions that can prevent you from hitting these roadblocks.

Is Call/Contact Center Software Necessary?

If your business caters to more than five people, then your company would likely benefit from software for call and contact centers. Without it, you could be complicating your employees’ jobs and increasing their turn-over rate.

If your agents are experiencing any of the following pain points, we at SingleComm have solutions for you.

Are you faced with challenges like these with your agents?

  • Stay on calls longer than needed
  • Have multiple tabs or applications open while handling a single customer
  • Require time-consuming training for each product
  • Often miscommunicate with each other
  • Say they don’t have access to the information they need
  • Are frustrated by long training times
  • Complain about their day-to-day tasks being too complicated
  • Tend to quit within days or weeks of being hired

Your contact center agents are often the first and last point of human contact for your clients. If they feel overwhelmed or underappreciated, this will reflect poorly on your business itself. It is crucial that they are not only in line with your company’s goals, but also have the tools to be efficient workers. By simplifying their jobs, you are making your organization work more smoothly and paving the way toward success.

How SingleComm Can Boost Call/Contact Center Agents’ Productivity

Are you aware that the average contact center agent turnover rate is upwards of 50 percent? In addition, it costs a minimum of $5,000 to train just one employee, ramp time is six to nine months, and only 20 to 50 percent of training content gets implemented on the job.

By taking away unnecessary busy work and simplifying their jobs, agents are likely to produce better quality work and be happier with their jobs. This translates into higher sales, more personalized customer service experiences, and longer-term employees.

When it comes to empowering and optimizing agents’ productivity, SingleComm’s streamlined call and contact center software is the solution. Our “Single Pane of Glass” software eliminates the need for infinite open tabs, providing your agents with all the necessary information on one screen.

SingleComm’s solutions are ideal for both onsite and remote agents. Our CCaaS solution doesn’t require expert programming; in fact, it syncs simplistically and works around the world. All your agents need is a browser with an internet connection.

Your contact center agents will be provided with suggested scripts if they aren’t sure what to say to your clients, as well as your clients’ history files. What’s even better, our software will match your customers with the employee best suited to fulfill their immediate concerns. We also offer real-time analytics, telephone answering service (TAS) tools, and cutting-edge automatic call distribution (ACD).

Our technology helps simplify agents’ workflow while increasing their productivity and job satisfaction. They can easily provide more clients with a compassionate, individualized customer service experience.

Why We’re the Go-To Software for Call Centers

As the only call and contact center software provider created and run by industry professionals, we at SingleComm understand your specific challenges and multifaceted needs. We provide a customer experience platform that’s intuitive, efficient, and can be automatically integrated with no IT assistance. It is one of the most highly scalable telephone answering service and call/contact center solutions on the market in 2023.

Our software can also cut your agent training time in half. We help you to streamline your operations, reduce contact center costs up to 40 percent, and retain satisfied employees. So if you’re tired of unproductive agents, a disjointed center, and watching your sales plummet, you’ve come to the right place.

To find out more about how we increase contact center agent productivity, visit us at SingleComm to request a demo or give us a call at 1-800-960-7153.

Lorem ipsum dolor sit amet

Lorem ipsum

Ready to do
more for less?
Let’s talk.