As far as call center software features go, agent status is a heavy-hitter. It’s essential to both call routing and managerial oversight of agent performance. As such, agent status is a must-have call center software feature. Let’s explore why.
Agent status is a feature that allows call center agents to display their circumstance to the rest of the team. The general method for doing so is to select a status from a pre-created dropdown menu.
More progressive call center software solutions, like Talkdesk, allow for customized agent statuses, enabling managers to include additional status options. This feature allows for more specific statuses, so team members can see not just that an agent is busy, but that he is on a quick snack break or in a team training session.
Agent status is a basic call center software feature with the potential to make a huge impact on the productivity and efficiency of your call center. Below are four reasons why.
This call center software feature makes it simple for agents to determine who is available to make and receive calls. This is particularly useful for call transfers, to ensure that customers who are transferred are connected quickly with available agents.
Agent status can be of tremendous utility to teams working remotely. It allows them to easily stay up-to-date on what everyone else is doing in the call center so they know when to reach out, when to transfer a call and when they should take a break.
Call center software takes into account agent statuses and will direct calls only to those agents who are in the “Available” state. This eliminates the likelihood that callers are routed to an agent who is not ready for their next interaction and ensures that calls are distributed appropriately among agents.
Since agent statuses are logged within the call center software system, it is simple to extract agent status reports for the call center as a whole as well, as specific agents. These agent reporting metrics enable managers to see exactly how agents have spent their time.
Reports on agent status can be useful for diagnosing a number of call center issues and inefficiencies. Managers may determine that additional agents should be hired or that staff need to be let go to properly handle call volume. They may notice outstanding agent productivity and recognize poor performance. Finally, these metrics can also help managers detect inefficiencies, such as excessive amounts of time spent on after call work.
In analyzing agent status metrics, managers can determine the standard cadence of the work of the agents at their call center. This is a tremendously useful onboarding tool because it allows new agents to have a set of guidelines for how they should spend their time. That way, their work is efficient from the get-go.
Agent status is a simple, yet indispensable tool for call centers. It encourages transparency, promotes efficiency and facilitates effective managerial oversight. With the custom agent statuses feature, agents and managers can have even more advanced tools at their disposal.
Is your current call center software solution providing your team with the functionality they need to thrive? Why not test the power of custom agent statuses with Talkdesk cloud-based call center software? Click the link below for a live demo.
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