![]() ![]() This helps the manager rescue a phone call that’s going poorly, especially if the agent is inexperienced. Call barging – Call barging allows managers to join a call and speak to both the agent and the caller.Call whispering – Call whispering allows managers to speak discreetly to the agent, without the caller knowing, to help them provide the best service possible.Call monitoring – Call monitoring allows managers to listen in on live calls, without the agent or caller knowing, for training purposes and to ensure quality.Most virtual call center software options have built-in agent scripting others may only have that capability if you install an app. Scripts – Scripting allows agents to know just what to say at the right time.Call recording – Of course, your call center software needs to be able to record calls for user training purposes and quality assurance.Surveys – Post-call surveys can gauge customer satisfaction with your agent’s support.This makes it easier for your agents to quickly get up to speed on previous customer interactions as they work to find the best solution. This can be achieved by working with virtual call center solutions that integrates with an existing CRM like Salesforce or one that internally tracks and stores customer data. ![]()
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