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) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Browser-based tools, no software installation required
Customise, Localise, White Label
Design all user interfaces to individual requirements
Integration via APIs
‘Swap out’ components and integrate with 3rd party apps
World Class Development
Continuous evolution pushing technical boundaries
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 Channels
Voice, chat, email, social, etc – fully integrated and blended
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Best-of-breed performance under compliance
Optimised Inbound Routing
Smart rules and ‘best-available’ decisions to drive great customer service
Help agents achieve and maintain excellence
Voice and Screen Recording
See and hear exactly how agents are interacting
Analytics and Data Feeds
Measure and evaluate performance at every level
IVR, Bots & Conversational AI
Design effective automated flows or integrate with 3rd party providers
Customer Journey Tracking
Stored customer contact history, to aid routing and add context to conversations
Drive operational efficiency, increase customer satisfaction & improve agent performance
Highly flexible unified web UI for agents, supervisors and administrators
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
Precise routing rules for ‘best available’ connection
Softdial Media Server™
Core telephony functions to manage all inbound/outbound SIP calls
Softdial Reporter™ 5
Fully customisable performance stats, charts and reports, across all channels
Comprehensive data output to build your own reports
Softdial Recording Monitor™
Audio and screen recording of agent activity to ensure the highest standards
Softdial Campaign Manager™
Automation to optimise any outreach strategy
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Performance and efficiency for a wide range of business applications
By Business Type
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
Connect quickly to well equipped agents
Best-of-breed predictive dialing with CATI integration
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Secure, highly-configurable multichannel communications for excellence in patient care