Call Accounting Helps Managers Improve Customer Service
July 11, 2017
By Alicia Young, Web Editor
Running a contact center can be a tricky business. Tons of organizations have adopted the omnichannel approach, which is great for customers, but can also make it difficult for agents to keep up with all the questions coming in. As a result, missed calls are increasing, requests for help aren’t being answered in a timely manner and agents are becoming more and more stressed. So, what are call center managers to do?
Call center management would do well to implement better technology into their operations. Call accounting software, for example, can help immensely within the contact center. Unanswered calls or calls that get sent to voicemail are highly problematic and tend to give a company a bad reputation. The purpose of a contact center is to help customers—that’s their No. 1 priority. So if customer calls aren’t being answers, the organization isn’t meeting its purpose.
Call accounting can help contact centers provide consistent customer service. These solutions offer detailed metrics on answered and abandoned calls, allowing managers to obtain a list of abandoned cell phone numbers. With this list, agents can reconnect with customers quickly so that the caller doesn’t feel neglected or forgotten.
These solutions also offer ring-time summaries and hourly, daily and monthly statistics. These statistics allow managers to identify peak and problematic hours for agents, which will in turn help with scheduling. Say, for instance, the call accounting software reports a major uptake around noon. There are hundreds of more calls coming in than normal, but the organization doesn’t have very many agents working at the time, and calls are therefore going unanswered. The statistics provided by call accounting solutions would allows managers to reassess the situation and schedule according to need.
Ultimately, call accounting solutions allow organizations to measure their contact centers’ effectiveness and gives them an opportunity to be more proactive with their customer service approach.
Edited by Maurice Nagle