Call centers and contact centers often select contact center solutions based on how well they perform in making or receiving calls. The workforce perspective is rarely taken into consideration as it deserves. Choosing the right contact center software that also helps in better workforce management and improves their performance is necessary.
Asterisk and Freeswitch are the two most popular platforms on which contact center solution development takes place. Freeswitch is open source and it has some features that make life easier for contact center operators and helps them manage their workforce better. Supervisors have barge-in and whisper facility in order to listen to conversations. They can barge in if they find a new employee is in need of assistance without the calling party becoming aware. Similarly, automatic call distribution distributes calls and routes calls intelligently to the right person. Employees are not disturbed and do not waste time in listening to a caller and then transferring the call to someone who is more suited. Call center employees are a busy lot and their cause is helped by the inclusion of a progressive dialer that only connects a call should a live person respond. This works in conjunction with answering machine detection. Multi-level dynamic IVR integration also relieves burden on employees by providing a measure of self-service for callers with calls being routed to live agents only in case of necessity.
How do employees perform is a concern for most supervisors and a special dashboard included in the contact center solution development process addresses this question by giving supervisors one touch access to all employees and their ongoing activities. Supervisors can just as well listen to call recordings and generate real time reports. One feature that is increasingly becoming more common is inclusion of WebRTC and its facility for face to face video chats. Callers certainly like knowing who they are chatting with and this feature also helps employees in call centers gauge mood of callers and adjust their responses.
A streamlined solution for contact center is not just about costs or how many simultaneous calls can be handled, which Freeswitch, by the way, does effortlessly, but it is also about making life easier for employees. Omnichannel support is a given in today’s world where a caller may use any channel to initiate a contact and then take it forward through another channel. A single interface for employees helps them switch lanes effortlessly. A happy workforce, needless to say, performs well.