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Dynamic Desktop for Call Centre Agent

Guest post by: Ivana Lewis

Article Overview: Dynamic desktop helps the call centre agents to offer great customer experiences on a consistent basis and with proficiency. Most BPO companies are using these devices to enhance their productivity in the long run.

Dynamic Desktop for Call Centre Agent

Dynamic desktop makes work easier for the call centre agents by providing them with the correct information whenever they are in need of it while talking to the customer. The best part is that the desktop provides information related to the customer whom the agent is attending at the moment. Thus, the individual remains ready with the information at his finger tips, and is able to answer the customer’s query as quickly as possible. This ends up with the customer gaining a good experience at the respective support center. The dynamic desktop adds efficiency to the work of the call centre agents. The desktop helps the call center agent to solve the queries of the customers as quickly and possible. The customer, thus, leaves with a pleasant experience every time he or she calls up. The device serves as a guide to the newcomers in the BPO companies as well as helps out the experienced agents in their tasks. The desktop is the smartest means of increasing the productivity of the agents at reduced operational costs. It also allows the BPO employees customize their communication with the customers. The dynamic desktop allows the agent to function as quickly as possible.

The required information can be viewed by the individual while interacting with the relevant customer. The dynamic desktop reduces a lot of your efforts involved in offering customer support services. It enables the agents view the entire history of a customer in just one record. The advancements in technology have resulted in the manufacture of dynamic desktop which simplifies the work of the call centre agents. They are able to work very smoothly and attend the customers in their best possible ways. Since, these technological innovations lessen the work load of the agents; they are able to work with a free mind. As a result, they are able to deliver their best in offering support services to the customers.

With the dynamic desktop at hand, the customer representative need not browse through several applications, which takes a lot of time. This adds efficiency and speed to the functioning of the agent. The desktop is characterized by customary test templates and hot keys. These facilities enable the call centre employees to work in an organized manner.

Customers get pleased by their service and return to them the next time they are in need of such support. In this way, the organization is able to build up a huge customer base for their clients. This is indeed very essential for their business. More and more BPO companies are getting dynamic desktops for their working staffs. They have received striking results with this new kind of implementation. The demand for these desktops is increasing day by day, and has proved to be a very effective tool in the business process outsourcing industry. Greater productivity and better satisfaction of customers are the two things that these devices offer to your BPO company. This is the most powerful tool that can be used by all BPO employees for assuring their customers with quality services.

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Article Tags: bpo, business process outsourcing, call center, call center bpo, call center services, call centers, call centre, Contact center, customer care, Customer services, inbound call center, process outsourcing



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Re: How I answer the phone - [quote="BuzzAroundBooks":3oqi2iso]When my phone rings, I typically just say "hello", "hello, Kevin speaking" or "hello, this is Kevin speaking" because I use my personal cell as my business line. Therefore, I assume that whoever is calling me is either a friend, family member or at least someone who already knows who I am and what I do, unless it's a caller who simply dialed the wrong number. However, retail expert and author, Doug Fleener believes that incoming calls are rich with potential and greetings should be consistent to provide the best customer experience. For instance, Fleener says "The phone script should be short and to the point. It should always end with the employee's name, not 'How may I help you?' This allows a better human connection over the phone. The best script goes like this: 'Good [morning, afternoon, evening] and thank you for calling Dynamic Experiences Group [insert your company name here], this is Doug [insert your name here]'" ("The Profitable Retailer" 201).[/quote:3oqi2iso] That's a good point. But let me ask you, I've noticed that when people have said a script like that over and over again they tend to merge all the words together and it ends up being one monotone word - losing the effectiveness of the script. So do you think something shorter would be better? Something like what Andy used to say in the Call center?
Where do you buy cheap airplane tickets? - When you book a flight for business or vacation, is it better to do it yourself online with the actual airline or do you go through a "discount" agency like FlightCentre.ca, CheapFlights.com, etc? I was at Flight Centre today and while the price looked ok, I was surprised they wanted to add a $50 service charge for booking the flight. As such, I decided to hold off on buying tickets from them for the time being.
I answer my phone - when I worked in the Call Center we had to say "Good XXXXXX, Andy speaking, How may I help you?" imagine saying that over and over again. It kind of sticks with you. It's been a few years now but I've kicked off "How may I help you?" part.
How I answer the phone - When my phone rings, I typically just say "hello", "hello, Kevin speaking" or "hello, this is Kevin speaking" because I use my personal cell as my business line. Therefore, I assume that whoever is calling me is either a friend, family member or at least someone who already knows who I am and what I do, unless it's a caller who simply dialed the wrong number. However, retail expert and author, Doug Fleener believes that incoming calls are rich with potential and greetings should be consistent to provide the best customer experience. For instance, Fleener says "The phone script should be short and to the point. It should always end with the employee's name, not 'How may I help you?' This allows a better human connection over the phone. The best script goes like this: 'Good [morning, afternoon, evening] and thank you for calling Dynamic Experiences Group [insert your company name here], this is Doug [insert your name here]'" ("The Profitable Retailer" 201).
Re: Matching competitors prices - beware - While I agree that getting into a price war should be avoided if possible... on rare occasions, it's not a bad idea to match someone's price (or even beat it) if you're doing it "one time" to land a new customer. For instance, I was recently looking for the best price on a [u:2rhwa2wg]specific[/u:2rhwa2wg] flight to NY and a customer service rep from Flight Centre ended up taking zero commission to help me book my flight. In fact, she even beat the price by $5 in the hopes of creating brand loyalty for the future.


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