Challenging Agents

April, 2015

Use technology to enable agents to become more effective and build their own portfolio of customers.

If you talk to any workplace psychologist worth their salt they will tell you that just about anyone in the workforce can and will improve their performance level when presented with challenges, for example a new technology to master. The key to success is clearly the extent of the challenge. Too much and you may get burnout. Too little and you may have a disappearing workforce, as they seek more of a challenge somewhere else.

What does this have to do with agents in call centers? Well many fall into the second category we have just described. Too little challenge and variety and agents move on. And call centers not only lose experience but incur huge costs as they seek out new agents to train up.

The new world of multimedia brings huge new challenges and opportunities for agents. Rather than sitting in a silo handling the same type of communication with people they don’t relate to, properly integrated systems allow agents to upskill themselves by mastering many related technologies – viz:- social media, voice, sms, chat, email and video. Not only do their jobs get to be more interesting, but it allows agents to engage in a more meaningful way with customers and prospects.

Picture it! You are on a call with a call center looking for information. You are busy (always) and about to move out of voice contact. But you want a very quick reply. “Sir, I can provide your information by sms or email. Which would you prefer?”

Ain’t that just great. “Yes, please” you can hear yourself saying, reminding yourself that this is a company you want to do business with again. Happy customer, and happy agent who has made a successful call, using some of the new skills he has picked up in his multimedia contact center.

But it’s more than that. What about building on such a good call and making sure that the agent adds this customer to his portfolio of people to look after? A bit like a business broker. People buy from people, especially those they get on with. So use the opportunities that technology provides to allow individual agents to forge great relationships with their own customers.

It’s not something you hear talked about a lot, but if you want happy and productive agents, it has a lot to commend it!

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

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

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • 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 Types

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

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

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent 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

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™

    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™

    Best-of-breed predictive dialing 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™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • 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

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

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

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app