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Important things to remember in the contact centre - RSVP - ContactCenterWorld.com Blog

Important things to remember in the contact centre

When working in a contact centre, there are important things your agents always need to be aware of. Whether this is their first time working in a contact centre or not, you need to ensure that they are fully aware of what is/isn’t allowed on their very first day.

NO MOBILE PHONES

At RSVP, mobile phones are not allowed on the sales floor. A lot of companies have lockers that employees have to lock their mobile phones and other electronic devices in at the start of the day. We don’t feel the need to do this; however we do make it very clear by having a zero-tolerance policy against the use of mobile phones on the sales floor. The reason being is that because we handle sensitive information such as customer details and credit card details, it’s too much of a risk to have mobile phones at desks. This also puts the client at ease. Of course, our staff are allowed to use their mobile phones on breaks when they are away from their computers and away from the sales floor. And as all of our staff are working in the entertainment industry, it’s important they are able to access their mobile phones when they need to as they may need to take a call from their agent.


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PAPER FREE OFFICES

Similar to the use of mobile phones, it’s important to keep your offices paper-free. This, again, keeps the clients mind at rest, knowing customer details aren’t at risk. As a company that handles card details and other sensitive information, you have a duty to protect your clients customers.

PAUSE CALL RECORDING

All calls should be recorded in the contact centre, not only for the customers benefit, but also for the agents and managers (see blog on how to improve call quality monitoring for more information on this). Customers need to be made aware that the call is being recorded at the beginning of the call. When the agent goes to take card details, the call recording must be paused. If you’re able to, introduce an automated system where the recording pauses when the agent reaches the payment screen. This prevents any mistakes and ensures details will be protected.

Following these simple steps keeps your clients mind at rest and ensures customer information is protected when handling details. Make sure you follow them as they are all extremely important!

Source: http://www.rsvp.co.uk/blog/important-things-to-remember-in-the-contact-centre/

Publish Date: October 26, 2017 5:00 AM


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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.

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IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



View more from RSVP

Recent Blog Posts:
RSVP DOES HALLOWEENOctober 31, 2017 5:00 AM
Important things to remember in the contact centreOctober 26, 2017 5:00 AM
How to Successfully Train Your AgentsOctober 13, 2017 5:00 AM
How to Improve Your Recruitment ProcessSeptember 28, 2017 5:00 AM
TOP TIPS ON IMPROVING CALL QUALITY MONITORINGSeptember 13, 2017 5:00 AM
How to Make the Most out of your business using outsourcing solutionsSeptember 4, 2017 5:00 AM
UK Contact Centre Forum and Intelligence Sourcing Conference for Outsourcing Contact Centre OperationsJune 23, 2017 5:00 AM
What Makes a Great Call Centre Agent?June 14, 2017 5:00 AM
Agent of the month!February 16, 2017 5:00 AM
Agent of the month - Secret Escapes!December 12, 2016 5:00 AM

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