Improving the performance of contact center systems is one of the most prominent essential elements that institutions and commercial activities utilize in developing the customer service, technical support, and sales departments as part of the comprehensive development processes that companies regularly undertake.
Many businesses and establishments are looking for the best methods to develop the performance of their cloud call centers and to develop the performance of call center employees and customer service in general. But they may often ignore many of the advantages and tools of cloud call center systems, which they can take advantage of to develop performance and achieve the goals of institutions and activities business and even increase sales and profits.
So, in this article, we will learn about the best methods that you can use to evaluate and develop the performance of your organization or business’s cloud call centers. Let’s go.
Methods for evaluating and developing the performance of customer service and contact center systems
Before you develop plans and strategies for developing the performance of advanced cloud contact centers, you must evaluate the performance of customer service and technical support staffs, evaluate the performance of contact centers, and identify weaknesses and strengths in general.
The Bevatel cloud call center system provides you with many tools that help you evaluate the performance of your employees and then improve the performance of the call center and customer service.
5 basic ways will help you evaluate and develop the performance of customer service, technical support, and sales departments in your organization or business, and we mention the most prominent of them in the following points:-
- Live Panel
- System Reports
- Record calls and extract recordings
- IVR Feature
- Auto-dialer Feature
Call center performance evaluation tools
You can evaluate your company’s call center performance in many ways that help you identify strengths and weaknesses and get an overview of your customer service, technical support, and sales department’s workflow.
The Bevatel cloud call center system includes many features and tools that help you evaluate performance, such as the live monitoring screen, the reporting system, and calls recording and extracting the recordings files for the last 30 days.
1- Live Panel
The live Panel is one of the most prominent advantages of cloud contact center systems that you can utilize. And it is an essential tool that thousands of institutions and commercial activities rely on to follow the progress of their call centers periodically, evaluate the performance of customer service, technical support, and sales staff, and then develop their performance.
The Live Panel gives you many advantages to view the workflow of your call center, as it allows you to view lists of incoming calls and waiting lists.
The Live Panel allows you to view the callers’ details, data, subscription details, and other details regarding their inquiries registered by the customer service employee in the system.
It also allows you to view the duration of all ongoing calls, queues, and waiting times for each caller.
Through the Live Panel, you can view the status of each employee, is on a call, on a break, or in a meeting, and other details that help you get an overview of the workflow of your call center.
The Live Panel allows you to listen to any ongoing calls without the caller knowing or the customer service employee. It also allows you to direct the employee privately or correct information to him without the caller knowing.
Live Panel enables you to divert calls from one agent to another and between according to the requirements of each establishment department.
2- System Reports
The cloud call center system allows you to extract many reports regarding the workflow of the call center of your establishment or business and the performance of sales staff, technical support, and customer service.
These reports provide you with a comprehensive view of the performance of your employees, providing you with many details and statistics about:-
- The number of calls made and received by each customer service agent and the duration of each call
- The number and duration of breaks each employee took
- Number of missed calls per employee
The system reports help you get an overview of the performance of each call center agent. So, you can evaluate the customer service, technical support, and sales staff performance by recognizing the strengths and weaknesses of each agent.
And this helps you in directing the employees and developing their performance in general.
3- Record calls and extract recordings
One of the most prominent advantages of the cloud call center system is that it allows you to record outgoing and incoming calls and extract call recordings for the last 30 days.
Through this feature, you can listen to all the calls made and received by each employee for the last 30 days.
This feature helps you evaluate the performance of each employee, recognize strengths and weaknesses, and know the extent to which each employee adheres to the standards, principles, and basics of the work of the call center of your establishment or business.
You can take advantage of this feature for training and quality purposes.
Call recordings help you evaluate the performance of customer service employees, train the employees who need training, and then direct all employees and develop their performance in general.
4- IVR Feature
IVR is a shortened word for Interactive Voice Response
It is the interactive voice response through multiple previously recorded voice messages that contain answers, information, and details about the callers’ most frequent queries.
Many contact center systems for institutions and commercial activities utilize this feature to respond to the inquiries and problems of callers 24h/ day. This feature is useful when all employees are busy responding to customers.
This feature also helps you provide the best service and technical support to customers during off-duty hours, on official holidays, and at times when the number of concurrent calls is large. Instead of waiting for customers, they can utilize the IVR feature to get the information and details regarding what they call.
This feature helps you improve the performance of your cloud contact center systems with many options. It allows you to recognize the frequent inquiries of callers and provide permanent customer service and technical support at the lowest costs. It works automatically and without the need for employees.
We can explain the mechanism of the IVR Feature with a simple example in the following points:-
- Welcome to Bevatel
- For Arabic, press (1)
- For English, press (2)
- For the Marketing Department, press (1)
- To manage sales press (2)
- For technical support, press (3)
- For help, press (zero)
5- Auto-dialer Feature
It is a modern cloud call center solution that helps you improve the performance of customer service, technical support, and sales departments in your establishment or business.
You can activate this feature to contact a large number of contacts for various sales and marketing purposes.
You can utilize this feature to upload the contacts you want to communicate with to the call center cloud system, and then you can set the dates for the system to auto-dial these contacts.
After the system automatically calls the customers, the system distributes the calls that the customers answer to the customer service staff as incoming calls.
The auto-dialer feature helps you develop the performance of the cloud contact center systems for your establishment or business and increases productivity. It saves you much time needed to enter contact details and contact each customer separately and other functions that cause a lot of time and effort to be lost to dial hundreds of customers for various purposes sales and marketing.
In general, the development of advanced cloud call center work’ mechanisms is a positive step towards developing the performance of each of the departments of marketing, sales, technical support, and customer service for institutions and commercial activities, and even increasing sales and profits.