Everything your agents may need...

When I walk into a call center and the first thing I see is multiple screens on the agents' desks, the first word that comes to mind is "overwhelmed".

Having to combine different systems in order to organize tasks properly practically means that none of the selected software was built for the line of business that the agents are running. The agents need to use a group of solutions to browse, find and generate or populate applications. Trackers on one side of the screen, websites on the other, dialers with many windows that are used to call back customers, and another screen to receive calls or place their statuses and outcomes. It can get pretty complicated sometimes. All this toggling around systems is not only confusing but time-consuming, lengthens learning curves, and adds manual work that may result in many inaccuracies. CenterMaster alleviates all of these pains by displaying multiple URL’s, sites, and other software products all within its shell, and thru API’s these other applications gain focus as needed for the agent.

The disparate data side of this equation is an important piece of the puzzle because your agents are inputting data into different applications or even different locations that have to be extracted later for your management team to download. Once it's downloaded from the different systems as raw data, the consolidation process begins in order to initiate the organizing of charts and tables for reporting purposes. The added steps introduce unnecessary time and effort to this important process. CenterMaster alleviates all of these pains with a data warehouse that centralizes all data and allows you to manage, extract and view data in whatever manner you wish.

And, as the old saying goes; if you can't measure it you can't manage it, lacking the proper steps to create reports timely, would not allow you to measure when you need to manage.

You and your team must know what's going on instantly. Knowing about results such as sales and revenue is a decision-making formula that will keep your operations healthy. Call centers that only focus on having people working are generating costs, but are they covering these costs? If they are not covering these costs, do they know why? But these topics I will introduce in my next article.

Data must be quickly available and properly organized to understand what is happening each minute of each hour of each day. And this takes automatization, not manual spreadsheets, that are full of static views and require valuable time to analyze.

CenterMaster offers out-of-the-box reports that drive your results. These are immediately generated in easy and user-friendly formats. Dashboards that have centralized call and agent reporting, sales and revenue results, and all basic information that your operations need to handle constantly. So you and your team can know how your efforts are paying off.

Best of all, with CenterMaster, your agents will access all they need in a single platform. By having a fully customized information tracker and following the proper call flow your agents will be able to comfortably go through a step-by-step journey that will guide them through the right procedures to follow.

CenterMaster is the all-in-one contact center suite that your agents will enjoy using and your management will appreciate.

Contact us today at [email protected] to schedule a brief Demo or comment below.