The Changing Role of the Contact Center Supervisor

April, 2021

Supervisors are slowly moving away from manual management of technology and adapting their skills to become Team Leaders, focusing on customer service and agent efficiency.

In every industry, the march of progress only travels in one direction: technology is developed to perform tasks previously done by people. In the process, efficiency is boosted, more can be achieved for less expense and people are reassigned to other tasks that technology cannot do (yet).

Consider arable farming pre 1850: when the harvest was ready, workers would come with scythes and manually cut the crops. When the combine harvester came along, the same job could be completed far more quickly and efficiently, and workers were freed from repetitive, intensive labour.

Similarly, the role of contact center supervisor has been changing.

The shift from manual management

Supervisors are slowly moving away from manual management of technology – monitoring call metrics, adjusting the outbound dialing rate, and moving agents around according to inbound demand to meet SLAs.

There are two key drivers forcing these changes:

  1. The job itself has become far more complex with the advance of the omnichannel contact center. Interactions must be managed across a variety of media types, with varying inbound demand, trying to maintain the optimum balance between agent utilization and customer satisfaction. This balance has become too much for human brain to manage with any precision.
  2. Technology has progressed to be able to do the job automatically, far more efficiently and at far less cost.

 

A new focus

This moves the supervisor to a new role; that of mentor, team leader and coach, applying business policies and goals to front line operations. In fact, the title Team Leader is fast overtaking that of Supervisor.

Allowing the ACD to automatically manage the complexities of demand and supply means:

  1. The highest possible efficiency from agents, and the best possible service for customers.
  2. And it enables supervisors to provide more of the things only people can – empathy, motivation, teamwork, people management, customer rapport, the application of business goals to processes.

But here’s the rub: to unchain the supervisor, technology must be designed for optimum performance on its own, with no intervention. The Sytel AI Dialer™ has been doing this with predictive dialing for many years. And Softdial Contact Center™ (SCC) now manages blending across not just voice but all digital channels as well, coping with the complexities of constantly changing demand across all these channels.

If your supervisors are still clinging to their scythes, then talk to us and we will show them a brave new world, where they can develop new skills and make your business much more productive.

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

  • Contact Center as a Service (CCaaS)

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

  • 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 Workforce Management

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

  • 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

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 dialer; maximum 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

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