VitalVox Blog

Don't Hammer, Don't Hurt 'Em

 It's not nice to badger people. That's why you have business rules. You want to make sure that nobody gets called more than a certain number of times in a given span. If somebody is "Busy", you want to call them back soon. If the number is "No Answer", you should wait at least a certain amount of time before trying them again. Don't hammer your contacts.

It's great to have software that does that automatically for you. That's why we built it into the VitalVox Hosted Call Center ACD. 

How To Give The Right Call To The Right Agent, Every Time

You want to make sure that the call goes to an agent who is capable of handling the call. You've got a series of queues to handle different types of calls, and a set of agents with different skills.

Not every agent you hire is going to be good at everything the call center does. Not every tech support person is going to be a level II or level III tech. Not every sales agent is going to be a closer. And of course not everyone of your reservation agents understand Spanish.

Getting Your Agents Into the Cloud

You've got your hosted call center software ready to go. You've worked on your Interactive Voice Response (IVR) system. You've advertised your phone number. You've tested and tweaked and are ready to go. So how do you handle agents?

Managing your call center agents is always going to be the biggest job in the call center.  So they have to be front and center in your planning. With hosted call center software, you don't even need to have a call center. Virtual call center, virtual floor.

Respect Your Clients - Don't Be Like the IRS

If you've learned anything from the IRS, it may be how not to approach customer service. Reports are that callers are waiting in queue for a long time and not getting through. Others are getting dropped. Then there are the busy signals. There's no reason that callers should be treated so poorly. Good call center software and an effective Interactive Voice Response (IVR) can mitigate some of these issues and keep your call center on track.

External Data for Your (External) Hosted Call Center Software

When you have a previous relationship with your client, it's important that this be reflected in the customer experience. Often, the data concerning the client is available in a separate system from your call center ACD software. Keeping data in a central location can be an effective way to ensure data stays in a consistent state, rather than being replicated and updated separately. It's important to make sure it's available when and where needed.

Let Them Roam Free: Remote Agents in the Modern Call Center

Years into the VoIP revolution, call center managers are recognising that it’s not necessary, or even desirable, to have all their agents located in a single location. High speed Internet access is ubiquitous, allowing the modern call center floor to be distributed over multiple locations. It’s no wonder that call centers have experimented with home-based and remote agents; it’s like having a location of one.

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