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Agent status and its importance : II

1.Ensures efficient call routing:

Agent statuses are taken into account by the call center software in order to direct calls only to those agents who are available to take calls. As a result, the likelihood of inappropriate routing is eliminated. In other words, it helps avoid such situations where callers are routed to an agent who is not ready for their next interaction. This further ensures that calls are distributed appropriately among agents.

Call routing 2
Call routing 2

2. Provides the required guidelines to new agents:

A thorough analysis of agent status metrics enables the managers to determine the standard cadence of the work of the agents at their call center. It can actually act as a useful onboarding tool because it allows new agents to have a set of guidelines for how they should spend their time. This helps them to have a thorough understanding of the work they are supposed to do. So, they can efficiently handle all the calls, resolve customer queries in real time and provide exceptional customer service

Guidelines
Guidelines

3. Helps in proper billing:

Agent status is very helpful for billing purposes especially if you outsource your call center. Monitoring the agent statuses consistently helps ensure that you’re not being charged for minutes that agents aren’t actually working. Moreover, it ensures that your third party call center is meeting the terms of your SLA.

Billing
Billing

4. Schedule adherence:

Schedule adherence refers to a key metric that helps ensure that your agents are logged into the queue during their scheduled times. Call center agent status enables you to monitor, measure, and optimize this KPI. By viewing historical reports, you can actually see whether an agent is currently active or is on pause. This further helps you make sure that you’re scheduling enough agents at the right times, and that they are actually available during their scheduled shifts.

Schedule adherence
Schedule adherence

 

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Agent status and its importance : I

Agent status refers to a feature that allows call center agents to display their present state of work to the rest of the team. The most common method of doing this is to select a status from a pre-created drop-down menu. Generally, there are six agent statuses. All of them have been listed below:

i) Available

ii) On a Call

iii) Busy

iv) Away

v) After Call Work

vi) Offline

Agent status
Agent status

Here we have mentioned the most important reasons for inculcating agent status in call centers:

1.KPI optimization:

With the aid of this feature, it becomes easy to extract agent status reports for the call center as a whole as well, as specific agents. These agent reporting metrics further enable managers to know exactly how agents have spent their time. Moreover, the agent status reports can also be utilized for diagnosing a number of call center issues and inefficiencies. Based on these key performance indicators, managers may determine if additional agents should be hired or that staff need to be let go to properly handle the call volume. Employing the agent status feature actually enables them to notice exceptional agent productivity and detect inefficiencies. Thereafter, strategies can be adopted to exempt the shortcomings of the system.

KPI optimization
KPI optimization

2. Encourages teamworking:

Agents can easily determine who is available to make and receive calls, with the help of this call center software feature. In the case of call transfers, agent status is very useful as it helps ensure that customers who are transferred are connected quickly with available agents. It enables the agents to easily stay updated with the present status of all the others, hence further encouraging teamwork. This efficacious software helps them know exactly when to reach out, when to transfer a call and when they should take a break. Thus, the entire staff can work as a team with the help of this software.

Team work