The most important factor in a well-functioning customer service or outbound call center is the person – the call center agent who makes or takes calls. For agents to be able to do their work well and have a quality work experience, an adequate system needs to be provided.
This was our focus when developing ArenimTel’s call center agent module.
Due to ArenimTel’s handling of various Agent roles, your colleagues can be assigned to various extensions based on their knowledge and area of expertise (e.g. colleagues working in finance can reached through the IVR’s “Finance” menu item; or calls coming from Austria can be assigned to a German-speaking agent, while technical staff can be assigned to the technical support hotline).
The system allows call center agents to set their current status. Agents can choose from the following statuses:
- Not ready for calls
- Ready for calls
- On break (AUX) – with reason codes
- After-call work
To determine whether an agent is ready for calls, extensions have a login / logout feature. Thanks to this, calls are only directed to logged in agents, therefore:
- callers will not be directed to extensions without an available agent;
- complex call routing strategies can be set up, and the workload and performance of the department and individual agents can be measured and managed.
In order to monitor daily breaks, agents can set the AUX status when taking a break. You can choose whether these durations should be logged as work time.
"ArenimTel is a reliable partner in helping us grow, it is very easy to customize according to our size and needs."
"ArenimTel helps us make our team more efficient, allowing us to provide faster and more efficient service to our customers. They understand our values and needs, hence our close cooperation."
"We really appreciated the fact that they wanted to understand and address our needs instead of forcing a mass-produced product on us."
"ArenimTel has helped us radically change our customer experience: ever since we started using it, we’ve been able to communicate with our customers in a much more professional way. It also helps us grow better by the week, which is a top value of our company."
"ArenimTel provides smooth and reliable operation; thanks to it, we are no longer losing customers through the phone."
"We were looking for a customer-centric team. Our top concerns were not having to integrate a whole new system and rent and operate servers – which would have skyrocketed our costs – but pay a per-user fee instead, as well as having a proactive service provider. We are very satisfied with this service."
Good to know!
ArenimTel allows call center agents to use a special “after-call work” status when doing administrative work after calls. This status is logged as work time, though in order to allow the agent to remain uninterrupted while doing the administrative work, the system does not direct calls to them.
For more information about AUX codes, please read the chapter on after-call work.
For details about call center agent features, please request a consultation from our colleagues.