We can all agree that running a call centre is quite specific and challenging. How do you ensure quality and efficiency in a dynamic market? Skim through the lines below and find out!
Move your call centre to the cloud
CallDesk is a brilliant solution because it comes with no software to install, no servers and no need for phone lines. What you are sure to like is that it runs on our servers in a high-security data centre. Your data stays safe, and it also brings significant savings.
A big advantage of CallDesk is easy access no matter where your agents are. All an agent needs is a laptop, a good headset and a stable internet connection. In other words, you can let your employees work remotely, because they can use CallDesk equally well in the office and from home.
CallDesk offers predictive (automatic) dialling
While others shift gears by hand, let your team drive on autopilot. Jokes aside, this is the most efficient and fastest way of dialling numbers in outbound call campaigns. CallDesk lets you easily set up the predictive dialling option to suit your needs, with the ability to configure compliance rules. This is a great advantage, because you decide yourself how many simultaneous call attempts will be made.
Track statistics in real time
We are sure you will agree that efficiency is the key to success for an outbound call centre – whether it is telemarketing, surveys, debt collection, booking appointments for a clinic or technical support. Clear goals and performance measures help motivated employees, just as they help competent team leaders.
CallDesk ensures a high level of efficiency thanks to the ability to track key statistics in real time. You can monitor call statistics, usage, availability and agent ratings on the reporting dashboard. This is a great way for managers, supervisors and the agents themselves to better understand how customers are served and, when needed, to adapt processes and interactions to business needs more quickly.
At the same time, real-time statistics let you spot weaknesses in a campaign in good time. Insight into the results and performance of individual agents lets you change parameters and, as a result, provide a better service.
Don’t worry, we have made sure that with CallDesk you can create shortcuts to the analytics you use regularly. That way all your data is literally at your fingertips.
Fully customise the CallDesk agent screen
It is perfectly clear that not everyone in a call centre has the same role, so there is no need for anyone to get lost in a sea of data on screen. CallDesk lets you create a layout that suits each of your agents. You can add, remove or rearrange fields with a mouse click or by drag and drop. With a little help from scripting you can even add more screens.
CallDesk creates reports in the format you want
You are rushing to a meeting and need a report urgently. Let CallDesk create it automatically in the format you need. You can cross regular report writing off your list and stop wasting time on manual adjustments. Any kind of contact and campaign data is ready in an instant. A few mouse clicks and your report is ready.
Easy data import and export
Entering contact details by hand really makes no sense when you can import contacts as a spreadsheet with any number of rows and columns. CallDesk automatically creates contacts with all the data provided, and as for duplicates – you decide what it should do with them.
Exporting data is no different. Data leaves CallDesk in a custom structure that you define in the user interface.
Listening in and recording calls
Silently listening in on live calls can be a great help to your agents. Training is the foundation of a strong team, and since you can send the agent a message, you can “whisper” the right information in time or help the agent spot a sales opportunity.
Call recording, on the other hand, can be a regular part of every working day or done at a particular moment with a mouse click. The great thing is that with CallDesk you can record conversations one-way, two-way or both at the same time. The choice is yours!
Free trial period
We believe you have found plenty of advantages of CallDesk for your call centre. The great news is that you can try this service for a month completely free of charge and see for yourself the quality all its advantages bring. For more information, package prices or a free trial – contact us!
