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) - 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 Platform

Softdial Contact Center™ - tightly integrated modules, 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

Work Anywhere

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

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 Channels

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

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

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

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

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

Agent Scripts

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

Modules

Drive operational efficiency, increase customer satisfaction & improve agent performance

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

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

Sytel AI Dialer™

Maximum predictive dialing performance, under any compliance rules

Softdial Pathfinder™

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

Softdial Publisher™

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

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMEs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

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