How Can Call Center Tools Reduce Stress of Telecalling Agents?




Working at a call center is never easy. A contact center employee will have to manage the emotions of the customers at this job. Sometimes, it goes right and sometimes it may not. 

However, what remains true is the stressful nature of the call center business. The use of appropriate call center software is definitely helpful to the firm and its staff. The latest research says that when customers get positive responses, around 70% of them will recommend the company to others. 

Some good automatic call center software solutions require lesser manual operation and often work independently. This facilitates the call center executive to focus on several other things while the tools take care of the rest.

Installation of the appropriate call center solutions is always recommended at contact centers. David Gowan, 41, call center head at Miami, remarked that with the installation of automatic calling devices at a call center, half of the telecalling agent’s work is complete. 

Advanced technology is indispensable at the contact centers as it helps reduce an outsourced agent’s stress and worries.

Top 5 Call Center Solutions Benefits that Reduce Agent’s Stress 


1.    IVR Support: 


Not every caller needs to talk to the agent. The IVR option can solve many of their problems easily. The use of the best call center software is necessary at a call center to ensure proper resolution of the customer’s problems. The Salesforce 2015 statistics indicated that around 70% of the call centers will expand their business via outsourced agents by the early 2016. 

2.    Call Conversation Record: 


It is something that is vital to the working of any call center. All the calls need to be recorded for further scrutiny. The use of appropriate calling tools like the best telemarketing software is highly recommended as it records all data in a historical manner. Thus, a calling executive won’t have to record everything manually anymore.

3.    Safety and Confidentiality: 


When major data or records from the contact center are leaked online then undoubtedly, it makes the situation very stressful for both the staff and the owner. Therefore, what we require these days are a full proof data protection.

Andrew Irvine, 26, call center executive at New York, opined that any data hack from your system is risky. Thus, 128-bit encrypted software is necessary for every contact center. Using the advanced calling tools like outbound call center software can come handy in such situations. 

It works within the encrypted software and is extremely difficult to crack. A certainty of data safety does keep the staff relaxed too. 

4.    Well Framed Calling Scripts: 


The well-framed calling scripts provided to the customer care executive ensures that such staff will not have to exert more pressure towards convincing a customer. This surely reduces the stress factors of the customer care executives during a live call.

David Morris, 45, a contact center owner in Los Angeles, explains, “Calling scripts are necessary because it lets the telecalling agent know the scope of conversation. 

No conversation should be dragged on for long when the customer is already not interested in buying anything from the contact center.” 

These days, the outbound calling software is integrated into the calling process to generate situation-wise calling scripts automatically.

5.    Call Conference Support:


Another biggest benefit that call center solutions provide is to facilitate easy call conferencing between an outsourced agent, customer and owner. 

According to Harris Poll data, around 77% of the consumers are within the age group of 18-34. They have relatively low level of patience and want immediate resolution to their queries.

You can easily install cloud customer service software within your call center without any worry. Such tools work independently and you do not need to hire a super qualified techie to operate the tool. 

Any telecaller can operate such calling devices without additional technical knowledge and specialized IT team.

It is not always possible for a calling agent to explain everything. So, sometimes call conference between the owner and caller becomes important. 

The use of calling devices like virtual call center software is important as it facilitates flawless network connectivity and easy call conference support between three or more people. 

Obviously, when your boss comes forward to help you out then definitely, it reduces stress and boosts your morale too. 

Now, most of the customer care centers are using cloud contact center software for its multifarious objectives. It is cheap, prompt, super-fast and user-friendly too. 


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