Software solutions used in call centers have helped in increasing customer satisfaction and reduce the workload of agents and call center managers. The commonly used software in call centers helps in storing and classifying each and every transaction affected by its agents and customers. This information is then used to define standards relating to different call center activities and devise plans to achieve those standards.
The software is designed, based on statistical concepts and theories. It enables call center managers to streamline the process of employee performance appraisal and understand the various factors that can affect the performance of an agent.
The software works in conjunction with other information systems installed in the call center. Incoming and outgoing calls are classified on the basis of their complexity, repeatability and related parameters, to ascertain the standard time taken to complete a call. Data generated over a period of time is used to generate statistical reports and charts that help in setting standards. An agent's actual performance is compared with the set standards to determine his performance rating. CRM software installed in the call center uses this rating to determine the type of calls that are routed to the agent.
Apart from employee statistics, the software also generates reports relating to different activities that define the efficiency of the call center. These reports are compared with the performance of other similar call centers, to ascertain performance levels and devise plans to overcome difficulties.
Operational statistics are very important when it comes to standardizing and controlling different activities of a call center. Statistical information generated by the software forms the base for future expansion or acquisition plans. It helps in recruiting agents with the appropriate skill levels, by defining entry-level skills of an aspirant and the average time taken to learn the skills.
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