The thing which separates the great from the good is very often attention to detail. Here at Answer-4u, we strive to be the best in the industry, which is why we take a lot of time in training our staff so that they, in turn, can be the best support to your business.
As such, our training has some core principles at the heart of it, and it’s these beliefs which act as the foundation for all the work we do.
Knowledge Is Power
We know how frustrating it is as a customer to speak to a representative who clearly doesn’t know the product or service very well. It wastes time, infuriates all involved and reflects badly on the business. As such, we dedicate a vast amount of time in training our agents for each individual client, and only when they know your business inside out, do we let them represent you.
People Like People
Scripts that won’t be deviated from are one of the number one pet peeves of many people. in many ways it’s more infuriating then being put through to an automated service, because while a human could go off-script, in many companies they’re prohibited from doing so, leading to many circular and frustrating interactions. While our agents adhere to guidelines set by you, we actively encourage that the human touch isn’t missed and that active listening and empathy are employed in each call.
People Like Individuality
In much the same way people dislike speaking to a robot, nor do they like being treated as one. We make a point of our agents using CRM systems which give them all the background details they need for each customer, including their name and the back-log of their interactions with us. This personal touch combined with being ‘on the ball’ makes your customers feel that they are valued and in safe hands, and means they don’t have to explain who they are and the nature of their enquiry over and over.
Be Bold, Don’t Hold (For Long Anyway)
It’s easy when the panic sets in for agents to get a little over-enthusiastic with the hold button. Of course, our agents are only (albeit brilliant) humans, and there will be times when they need advice or help from other colleagues. We encourage that agents seek help when they need it, but to also use the hold button sparingly and for short amounts of time, continually checking back to reassure the customer they are handling the situation. These little habits can make all the difference when handling a tricky call and ensure that your customers go away feeling happy with the treatment they received.
Simple Right?
We know, they aren’t exactly groundbreaking rules really, and yet in our experience talking with many business owners over the years, it seems that many agencies similar to ours simply don’t employ them. In customer service, a little attention to detail goes a long way and it’s by using rules like the four above that help us do that day in and day out.
Source: http://www.answer-4u.com/news/our-call-centre-manifesto/
Publish Date: November 7, 2017 |
2023 Buyers Guide Workforce Management
| 1.) | Alvaria
Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience. |
| 2.) | Alvaria
Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels. |
| 3.) | Calabrio
Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.
Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward. |
| 4.) | eGain Corporation
eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more. |
| 5.) | Eleveo
Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS. |
| 6.) | ethosIQ, LLC
BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer! |
| 7.) | Lieber & Associates
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience. |
| 8.) | MFE International
Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting. |
| 9.) | OpsTel Services
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
Speed features:
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
Speed features:
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
&
PLUS provides a single interface, where operations teams no longer have to rely on HR, IT or any other organization to administer agent profile data across multiple technologies in the contact center.
The PLUS solution allows for simplified provisioning & maintenance of agent profile data reducing processing time from days, weeks or months in LESS THAN 10 MINUTES!
The PLUS features:
*Agent Provisioning Cycle Time Reduced from Days/Weeks to 10 Minutes or Less
*Fully Automated Agent Onboarding / Updating / Maintaining / and Offboarding of Agent Profiles (Identity, Access, Utilization)
*Overlays and Enhances Existing Contact Center Solution Set
*Enables Operations Staff to Maintain all Aspects of Managing an Agent’s Profile through “Single Pane of Glass”
*Supports Multi-Faceted Agent Profile Attribute Configuration Requirements; e.g. Union Rules, Seniority Dates, Etc.
*Detailed Agent Profile Audit Trails |
| 10.) | Phonestat
Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.
There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own. |
| 11.) | Vads
VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first. |
| 12.) | QPC Ltd.
QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
|
| 13.) | Simucall limited
Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.
NO set up or registration fee and NO minimum use contract
Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.
Full management dashboard
Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)
Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk
Variety of UK accents used by callers (of different ages and genders)
You retain control of all communication with the applicants |
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