In Switzerland, approximately 30,000 people work in about 900 call centers. They work together daily to provide advice to callers quickly and effectively, resolve problems efficiently, ensure a high level of customer satisfaction and remain relaxed and friendly when under pressure. A prerequisite for this, however, is that callers are quickly transferred to the right person and the agents have all the important customer information at their disposal.
The case study “working in the call center” shows that the trend is towards multitasking and call center staff have to use more and more communication channels. It is not only a matter of answering the phone; CRM requires customer data, a document archive must be maintained and chat messages from colleagues have to be answered. Stay agile not only in contact with customers, but also with each other — the aim is to meet this requirement. Appropriate collaboration solutions allow call center staff to manage the balancing act between all levels.
Unified Communications and Collaboration (UCC) is the central keyword and a standardized system that combines different communication media, the solution. talkbase leads the way by example, because the web-based attendant solution offers with its innovative functions precisely that what modern call centers need. Thanks to the user-friendly and intuitive interface, operators can see at a glance the status of their colleagues and can take the necessary steps within a matter of seconds. Which agent is currently available, who is busy or absent, who is best suited to process the customer enquiry and with whom was the caller most frequently connected? Can the caller be transferred directly or would a call back be preferable? At the same time, customer data and notes can be viewed by all call center staff. Team colleagues can also communicate with each other via chat and exchange information in difficult cases, for example. In this way, agents immediately have all the information at their disposal and can take direct action.
In fact, central access to all relevant customer information is a significant advantage, as customers can become very frustrated when they have to explain their concerns each time from anew, because they more often than not speak to a different operator. For this reason, optimize the way you provide advice and ensure that your customers do not have to constantly repeat themselves! You can only profit from this, because with a clever call center strategy and the right tools for internal collaboration, you will improve your customer service and increase the level of satisfaction of your callers. For your staff this means having a system that enables them to exchange information at any time, e.g., if they do not work at the same location or are blocked due appointments. We at talkbase will be happy to support you on the way to more teamwork within your company. Let us advise you or learn about talkbase in a free demo!