GoResponse Telephone Answering Service Staff

Call centres must optimise agent desktops

Business has always been about getting things done correctly and quickly. This has never been truer in the modern era, when the digital environment and the demands of consumers mean that the time it takes to get from A to B really has to be minimised whilst maintaining maximum customer care. For call centres, it is vital to optimise the desktop, as this ensures agents have all the tools to maximise their performance.

When looking into increasing efficiency, it is vital that managers of telephone answering services understand how agents interact with their desktops. Are agents struggling with multiple windows? Do they have to transfer data from one system to the next? Even switching between two screens on a continuous basis takes time when it is all added together, and by making life simple, performance can be pushed up.

It’s also essential to ensure that call centre agents have all the information they need at their fingertips. Of course, too much data can be a hindrance rather than a help, but technology can be implemented so individuals have simple access to all of a caller’s data, including account number, phone number, address and even purchase history. Having data on whether someone has been sent marketing communication is also useful as it helps to provide agents with additional insight.

Optimising the desktop should be a key priority for call centres. For organisations that manage to do this correctly, fast and efficient services can be provided.

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