What Makes a Great Call Centre Agent?

When it comes to hiring new staff, you should be looking out for their potential from the off. It’s important that candidates already possess certain qualities such as willingness to learn, a positive attitude and personality; but with regards to product and client knowledge, this is something that can be taught during training.

We’ve put together some top tips that we believe make a successful call centre agent!

1. Knowledge Retention

As agents are the ones speaking to customers, answering questions and providing information, we believe the most important aspect of being a great agent is having excellent product knowledge. They need to be able to provide high quality support to customers and to do this, they need to learn and memorise a good amount of information about your company. As brand ambassadors it’s important that they agree with what your company is promoting/standing for.  

In training, it’s a good idea to make the agent aware of frequently asked questions so that they can become familiar with answers. It’s important the agent is confident when answering questions as this will help the customer trust them and therefore trust your company.

        2. Attention to Detail

When agents are speaking to customers all day, often answering the same questions and receiving similar complaints, the job can sometimes become tedious. The danger of this is that the agent can sometimes make a mistake or assume they understand the customer’s needs without fully listening to the enquiry (we’re only human after all!).

Unfortunately it seems that this is quite a common occurrence within call centres – according to talkdesk, consumers say that on average agents only answer their questions 50% of the time. For your company to stand out from the rest, your agents need to go above and beyond to exceed the customer’s expectations. It’s always a nice touch to ask the customer if there’s anything else they need help with/if they’re satisfied with the service they’ve received before ending the call. You want the customer to finish the call feeling free from doubt.

        3. Communication Skills

This sounds obvious but it is so important your agents have excellent communication skills. Communicating with customers is the sole job of a call centre agent, so it’s vital this is never conveyed in a poor manner. And remember, communicating isn’t just about speaking. It’s about actively listening to the customer’s needs, digesting information and giving a quick solution to the problem.  

We believe this is where we stand out from our competitors as a company. As our agents are all involved in the creative industry, they are used to being confident, polite and always willing to go the extra mile. Don’t stand for laziness – if an agent isn’t willing to meet the customer’s and your expectations this will reflect negatively on your brand.

At RSVP, we believe these 3 skills are key when hiring and training agents. If your agents carry these qualities throughout their time working for you, your customers will thank you for it!

Source: http://www.rsvp.co.uk/blog/what-makes-a-great-call-centre-agent/

2021 Buyers Guide

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Dialer Solutions

 

1.)

Acqueon Technologies Inc. Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.)

Avyukta Intellicall Consulting Pvt. Ltd. Dialer CRM VoIP CTI Cloud Solutions We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as : Dynamic custom agent crm popup avatar module 10+ Custom Reports Cloud Telephony with/out "Host your Trunks" option and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.)

Call Center Studio Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time. https://callcenterstudio.com/

4.)

Cloud IT Services GmbH Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen. You can see the full list of features here:

5.)

ComSys S.A. CList for Outbound Campaigns Management CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results. Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t... (read more)CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results. Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

6.)

Consilium Software Consilium UniCampaign™ Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des... (read more)Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is designed to automate all elements of outbound campaign execution, including business workflows, prioritization of contact channels, and handling responses from contacted leads via multiple channels. UniCampaign™ provides a turbo boost for Cisco contact centers outbound dialing with the most powerful set of multi-level filters and threshold-based campaigns, real-time one-touch control over stopping and resuming dialing, and across-the-board actions which can be applied to all campaigns or selectively. The Consilium Callback Manager module, known as UniCBM™, is an intuitive callback management solution integrated within UniCampaign™ for contact centers to end long hold times for customers during peak call hours. Our customers wanted to create data-driven outbound contact rules, based on client profile and propensity modeling, data on digital interaction preferences, and insights from external data sources such as CRMs and social media. UniCampaign™ has native integration with CRMs like Salesforce and Microsoft Dynamics to drive seamless import and export of calling data and dialing in a FIFO (first-in, first-out) or LIFO (last-in, first-out) fashion. If your CRM already has integration to online channels such as your website, Instagram, or Facebook, your online leads can get qualified by preconfigured business rules and called, emailed, and / or texted without any human intervention. UniCampaign™ is trusted by 100’s of clients across key verticals, ranging from top Fortune 500 and global organizations to industry-leading startups, helping them provide an entire canvass to communicate with customers, whether it is for sales through web or social media campaigns, deepening loyalty, improving cross-sell purchases, or debt collections resulting in proactive customer experience (CX) across all outbound digital channels. New features at a glance • Right Party Connect Optimization (RPCO) to make result-oriented calls that meet business objectives • Option to monitor real-time progress of each campaign using UniCampaign™ Dashboard • Multi-campaign disposition where agents can disposition call outcomes independently for each campaign • Enables Right Party Connect (RPC) by displaying all campaigns mapped to a specific contact • Multiple emails and SMS campaign templates for sending appropriate emails and broadcast SMS • Callback Manager (UniCBM™) to reduce the impact of customer abandon rates and calls waiting in queue, resulting in higher customer satisfaction

7.)

contactSPACE contactSPACE Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time. Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor. Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.)	CTCOMM Genesys PureConnect Genesys PureEngage Tegsoft

9.)

Cloud IT Services GmbH Dialfire Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.)

Megacall Megadialer With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another. All rates include: Instant Call Reports On-Demand Recording Call Supervisor Call Layout after Completion Your Own Caller ID Call Monitor Automatic Re-Calls Automatic sending of Mails Incoming Call Management Real-time Activity Panels Call Lists for Agents Different Levels of Administration

11.)

Noetica SmartBound™ Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.)

Nuxiba Technologies CenterWare Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call. Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs. Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.)

PhoneBurner PhoneBurner Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups. - Call 60-80 contacts per hour, per agent - Instantly leave voicemails - Send 1-touch emails - Automate workflows and call logging - Record and transfer calls - Access reporting and analytics - Intelligently distribute leads - Dial from local Caller IDs - Get free white-glove onboarding Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.)

PrimoDialler Predictive Dialler A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers. We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.)

Teckinfo Solutions Pvt. Ltd. InterDialog UCCS The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time. The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t... (read more)The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time. The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and the idle time of agents. They are configured to allow the Dialer to decide which group to call, which agent to divert a connected call to, etc. These decisions are based on various factors such as the approximate duration of a call, the number of agents available, the number of connections, etc.

16.)	Tru29 Outsource Solutions Inc. Custom Outsourced Solutions Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.)

voiptime Voiptime Contact Center Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to: - Automate lead prospecting and have 4x more live conversations daily; - Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer; - Smooth out the peaks of calls by... (read more)Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to: - Automate lead prospecting and have 4x more live conversations daily; - Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer; - Smooth out the peaks of calls by running different inbound and outbound tasks on the same agent group; - Track all important KPI and monitor your remote teams work in real-time mode; - Reduce your operational costs and scale up your cloud contact center when required.

 

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