Agent Management – Single Skill or Multi Skill? The ongoing debate

December, 2014

We all know that agent turnover is high in call centers. Is multi media providing a solution to this problem?

Agent management

Call centers suffer a notoriously high rate of turnover; this is not news to anyone in the industry. The cost of recruitment, followed by investment in training adds up to an expensive pastime if the assets just keep walking out the door.

So, how to reduce this drain?

Ask yourself this, “Do I want to do the same thing all day, every day?” Any poll result on that question would deliver a resounding “NO!” So, why do we expect call center agents to put up with such tedium? Their misery doesn’t stop there; we apply all sorts of targets they have to achieve in order to be classed as ‘good’ in their boring roles. Of course we aren’t really like that; we provide an occasional team briefing and run periodic incentive schemes that encourage better performance. Joking aside, we know we are far more sophisticated in our recruitment and training processes these days, but staff turnover continues to be high.

Hail the arrival of multimedia. People’s need to communicate using methods that suit them at any time they want, can bring system headaches but also provides a potential cure to short agent tenure. For example, training agents on how to handle emails and chat sessions increases their skill set and alleviates the monotony of handling voice calls. Also, having the system flexibility to switch agents between different functions as queue demands dictate, can further increase variety and keep job appeal high. Having teams of agents whose natural characteristics not only complement each other but where the individuals are multi skilled and are empowered to handle different types of tasks, goes a long way to building loyalty.

However, be mindful of different people’s abilities. An agent with a wonderful telephone manner may be weak at written skills. Remember, it is the company’s reputation that could be affected if apostrophes go astray or decimal points are left to guess work. Building a team of multi skilled agents doesn’t happen by chance, it takes more effort and investment. But the rewards could pay off handsomely as morale increases, agents enjoy their work and the exit door is used less.

A quote from ‘Anonymous’, sums up this dilemma; “CFO asks CEO: “What happens if we invest in developing our people and then they leave us?” CEO: “What happens if we don’t and they stay?”

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app