ChaseData Call Center Software Blog

Call Center Software That Knows Which Agents Are Having "A Good Day"

Posted by Ahmed Macklai on Feb 24, 2017 7:00:00 AM

Call Center Software That Knows Which Agents Are Having A Good Day Before You Do..jpg

Who's on a roll, who's just running the clock at your call center. So much of an average call center manager or supervisor's day is spent balancing these two polar opposite realities. To those ends managers are glued to their computers monitoring call center performance. All the while, supervisors are walking among the agents, listening to calls, offering positive (sometimes negative) motivation in order to meet critical KPIs during their shifts.

What if there was an easier way? What if the call center software could simply identify agents that are over performing on the campaign KPIs and route calls to them automatically while flagging and lowering the volume of calls to low performing agents? ChaseData's call center software does just that.. automatically.

INTELLIGENT AUTOMATIC CALL DISTRIBUTION

HERE ARE THE HIGHLIGHTS:

  • Automatically routes calls to your best performing agents based on campaign KPIs
  • Routes calls to your best agents on based skill sets determined by you (i.e. language, experience, specialized training, etc.)
  • Frees supervisors to conduct coaching and other functions
  • Optimizes effectiveness in inbound/outbound blended call center environments


HOW THIS WORKS IN THE 
PURELY INBOUND CALL CENTER

Let's start with ChaseData's 'Intelligent Automatic Call Routing" process. It all begins at the campaign level where call center management assigns KPIs and other criteria for campaign success. These include but are not limited to: average time to resolution, sales closing ratios, average customer satisfaction ratings, etc. Agents are also scored and assigned specialties and skills which again include but are not limited to: language, training scores, tiered support groupings, etc.

This is where the inbound system takes over and not only routes calls based on skill set but also monitors KPIs among the inbound call pool. Agents who meet or exceed the campaign KPIs are automatically favored for a higher volume of calls. The KPI scoring metrics are calculated thousands of times per second (much faster than humanly possible) and are critical in establishing efficient routing the most calls to your best agents.


HOW THIS WORKS IN THE OUTBOUND + BLENDED CALL CENTER

This algorithm is even more valuable in outbound calling and especially blended environments. These system monitors the same KPIs as in the inbound environment but in this instance also balances the volume of incoming calls. Outbound agents who are meeting and exceeding campaign KPIs are given priority for outbound calls. While, lower performing outbound reps are presented with a higher volume of inbound calls after they are scored and tiered against inbound campaign KPIs. Best of all agent specific inbound calls continue routing to the target agents.

 

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