Keep Track of Idle Agents
Equip your supervisors with the capability of tracking idle agents to ensure consistent business operations. While analyzing call center agents’ performance, the supervisors can segregate the list of agents on the basis of their inactivity for a defined time. Certain time frames are defined for this clear segmentation to let the supervisor closely monitor the agents’ availability and productivity and refine operational strategies if required. This helps businesses to minimize the idle time of their agents and improve overall efficiency.
Explore More Voice →Blocking Unnecessary Callers
In call centers, sometimes the agents receive unwanted calls like repeatedly receiving calls for ingenuine requests, verbal or written abuse, or legal reasons (whereby the business is authorized by a competent authority to not deal with that consumer). To reduce the possibility of receiving calls from such customers, let the call center agent have the option of blocking them and specify the reason for blocking the call.
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