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.
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.