Does your call center have a difficult time managing its agents because they’re largely dispersed? Are you having a hard time taking care of the volume of calls received every day? MegaPath, a provider of voice, data, security and cloud services, proposes an answer to these problems with its Call Center Premium service. The advanced service looks to ease the burden on call centers by expanding MegaPath’s carrier-grade cloud-based Call Center solutions to support all call center environments from basic call distribution, queuing and simple reporting, to advanced call centers with more complex queuing, reporting and management needs.
“MegaPath’s new Call Center Premium service helps businesses, especially those with geographically dispersed staff, boost agent productivity, increase the quality of customer interactions, and reduce costs,” said Dan Foster, President, Business Markets, MegaPath. “Our full-featured cloud-based services enable businesses to upgrade to a scalable, state-of-the-art contact center much more quickly and economically than implementing an on-premises solution.”
The solution offers a variety of new features to help better agent management. A successful call center requires engaged agents in order to be fully operational, but that can be kind of difficult when agents are based all over the place. We live in a time where remote workers are just as common as in-office employees, and managing them all can prove to be difficult. MegaPath’s Call Center services allow supervisors to manage agents from a single web-based interface.
To do this, both Call Center Premium and Call Center Pro provide a variety of options. Here are a few:
- Call center managers can keep tabs on day-to-day call center operations using the included supervisor dashboard. A web-based agent console simplifies call handling, escalations and collaboration with supervisors and other colleagues.
- Agents or other users can receive calls on the devices of their choosing and manage device selection themselves, without assistance from a Voice Administrator. Call Center treats their mobile phone like their desk phone and extends ACD to any device they use to answer the call.
- Supervisor features such as silent monitoring, barge-in and advance reporting let managers evaluate agents and provide ongoing feedback and training for continual workforce improvement.
- Integrated collaboration features such as Unified Communications, desktop sharing and video capabilities. These promote real-time problem solving among agents and supervisors.
Meanwhile, Call Center Premium goes even further by allowing companies to easily manage a large volume of calls. They do this through Interactive Voice Response (IVR), Automated Call Distribution (ACD) and team collaboration features available with the existing Call Center Pro offering. They also offer an expanded call queue, disposition codes, whisper messages, night/weekend schedules and queued call management with a one-click transfer. In addition, there are pre-configured and customizable reports for real time and historical performance metrics in order to help managers and supervisors make queue management and staffing decisions.
There are several updates to be found in the new MegaPath Premium Call Center service; we’ve only mentioned a few here. With all of these new advances, users can easily better the call center experience for callers and agents alike. For those who currently use Call Center Pro, never fear, you have the option to upgrade to the new Premium service.
Edited by Stefania Viscusi