Top 5 Features of Call Center Solution for Agents

Call center software is a huge system and to take complete benefit of available wide array of features of the call center solution, one needs to understand these features. Any call center solution comes with a three different users:

1.       Admin

2.       Supervisor

3.       Agent

All of these users have different features than other types of the users. In this article, we will talk about the most common features an agent user has in his call center solution window. We will talk about the most frequently used to 5 call center solution features for the agents.

Call Controls

Once the call is connected to the customer / prospect, the agent can see a call control widget in his call center solution panel. This widget often gives the most common call control features such as,

·         Hold

·         Retrieve

·         Mute

·         Un-mute

·         Hang-up

These call controls can vary based on the call center software. For example, some call center solutions also provide the feature of playing music on hold or start and stop call recording.

Call Handling

Generally, the agent is responsible to resolve the issue of the caller. However, sometimes agent may not have enough skills or knowledge to resolve an issue of the caller, in this case, the agent can take benefit of the call handling features available in the call center solution. Some of the features available in a majority of call center solutions are listed below:

·         Call transfer to transfer a call to the right agent or supervisor

·         Internal calls while call on hold to ask a supervisor for the solution

·         Bridge a call to start a conference among agent, caller and supervisor

Dialer

A call center solution can have different types of dialers. The dialer is only useful if the call center runs outbound calling campaigns or has provision of callback. Generally, supervisors set the dialer based on the nature of the campaign or the policies of the call center. The most commonly available dialers in the call center solution are as follows:

·         Auto dialer

·         Manual dialer

Some call center solutions also have progressive dialer, predictive dialer, etc.

Script

This feature pops up a script once the call is connected. The agent is supposed to read the script to the customer to marinating the uniformity in response and professionalism.

Disposition

This feature lets an agent brief the call outcome. Once the call completes, the agent needs to fill in the disposition, in which, he mentions briefly about what is discussed over the call and what is the conclusion. This information will help in handling call of the same customer in the future and also to measure some important KPIs.

These are the top 5 most commonly used features of the call center solution by the agents. Of course, there are many more features the best call center software offers to the agents with an aim to increase their productivity.

iNextrix has one of the most reliable call center solutions. To know more about their call center solution and related details, please visit https://inextrix.com/solutions/call-center-solution