Once they are finished talking with the customer, your call center agents might need to do administrative work before taking or making the next call. This is exactly what ArenimTel’s after-call work feature is for.
To indicate whether they are ready to take calls, call center agents can log in and out. This way, agents are only assigned to calls is they are available, thus:
- 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.
"The most important benefit since the introduction of ArenimTel is that there are NO dropped calls. All incoming calls are handled, whoever wants to order from us will order from us! We have been using the system since 2016, I highly recommend it to all prospective users! "
"ArenimTel is a reliable partner in helping us grow, it is very easy to customize according to our size and needs."
"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 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."
"ArenimTel provides smooth and reliable operation; thanks to it, we are no longer losing customers through the phone."
"We really appreciated the fact that they wanted to understand and address our needs instead of forcing a mass-produced product on us."
"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."
After-Call Work in Practice
During their work, agents can choose from a number of statuses. When a call ends, the agent gets a brief wrap-up time (about 10-15 seconds) to decide which status to continue their work with. During this time, the call center will not route new calls from the queue to them. Once the wrap-up time is up, the agent will remain in “ready for calls” status, unless they have chosen a different one. Agents can choose from the following statuses:
- Not ready for calls – the system will not route calls to them, but the agent is able to make outbound calls;
- Ready for calls
- On break (AUX) – with reason codes: this status counts as a work break and calls will not be routed to the agent. However, you can choose whether these durations should be logged as work time.
- After-call work – this status is logged as working time, but in order to prevent agents from being distracted, the system will not route calls to them.
Reports on each agent’s status codes are available on ArenimTel’s web portal.
