GoResponse Telephone Answering Service Staff

Call centres need to ensure that field workers have better visibility

ipad2Despite many firms still believing that field agents and call centre operatives should be treated as separate divisions, as many as 76 per cent of consumers have to utilise telephone answering services to get status updates of service requests. Therefore, it is vital to mesh the two areas together, increasing visibility levels and ensuring there is a flow of real-time communication.

Modern technology has come a long way, but field-based agents are rarely given the correct tools. A tablet or smartphone can be useful, but it’s important to equip these pieces of hardware with technology, such as Enterprise Resource Planning (ERP) software, so that jobs can be carried out quickly and efficiently.

Integrated mobile apps can be ideal for this, providing a constant stream of data between call centres and field agents and allowing teams to work together rather than being isolated. By enabling field workers to plug data directly into systems when they are onsite with customers, immediate feedback from call centres can be received. Not only does this make customer service better, it also improves the potential for upselling.

Having apps in the field also allows workers to be notified of cancellations, thereby saving valuable time. This real-time data has benefits for the company and the consumer, and it needs to be considered a higher priority by more firms.

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