How to Stop Agents From Putting Themselves on Do Not Disturb | AI Call Center Software

Your company’s call center agents are putting themselves in Do Not Disturb (DND) mode, in order to avoid taking calls. As a result your company’s hold times increase and customer experience decreases.

In this video, I’m going to go over 5 AI Call Center Software solutions for your company to use that will stop this from happening.

Want my recommendations on the best call center software vendors? Click the button below and ask me today.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

the old Do Not Disturb trick. It’s an oldie, but it is still alive and well today. I’ve had a lot of customers contact me and they’re looking for a new call center software solution. And one of the issues they’re having today, one of their pain points, is that their call center agents are putting themselves on Do not disturb to avoid getting calls. so how do we stop them from doing that? Well, call center software today can absolutely stop this problem for you guys. And I’m going to talk to you about it in this video if you’re having this problem. This video is for you.

My recommendations

First. If you’d like to get my recommendation on the best call center software vendors to quote for your organization, reach out, send me an email or give me a call (714.593.0011). I’d love to help you. That’s the whole reason why I do these videos is to show you I know enough to give you a chance to call and I can help you make a lot better decision in a fraction of the time. More information on that at the end of the video. Don’t forget to hit the like button. Subscribe to the channel. Ring the bell. I put out a new video at least once a week, sometimes two times a week. So that’s the way you’re going to make sure you don’t miss any videos is just hit the subscribe button and like the video so more people can see it.

The Old Do Not Disturb Trick

Well, if your call center agents are putting themselves on, do not disturb to avoid having to take calls. It’s not only dishonest and really stealing from your company, obviously they’re getting paid to work when they’re really not working. It’s also creating problems for your call center because it’s creating longer than normal hold times and it’s really decreasing your customer experience, which is overall bad for the company. So obviously a really bad thing going on. If your agents are doing that and if your agents are doing that, it’s time to get a new call center software because there is call center software out there, they can absolutely stop this from happening. And there are several things call center software applications can do in order to prevent this. Let’s go over them one at a time.

1. Disable agents’ ability to go do not disturb

Number one, some call center software applications can just disable this ability altogether. They don’t have the ability to put themselves on. Do not disturb. They either need to log in or log out. And if they log out, they need to put a reason. You can force them to put in a reason code of why they’re logging out.

2. Run automated reports on agents currently logged out of the queue

Number two, your call center software can automatically run reports on which agents are on Do not disturb or logged out.

3. Run automated reports on the amount of time agents are logged out of the queue

Number three, you can run a report on how many times an agent has put themselves on. Do not disturb or logged out of queue.

4. Give managers the ability to log agents into the queue, remotely

Number four a lot of call center software applications have the ability for managers to remotely take agents off. Do not disturb so they can do it for them. They can log them back into the queue or they can take them off. Do not disturb.

5. Display some of this information on wallboards

And lastly, something that always seems to work pretty well is display all the information publicly. So on a live wall, board or dashboard of your manager, it automatically shows who is on Do Not Disturb or who is logged out of the queue, who should be working today, all that kind of stuff. So everyone in the office can see it. Managers can see it, if not just on a manager’s dashboard, you can put it up on the wall board for everyone to see, and I’m sure they’ll love that.

Gamification of agents jobs

Now, another way to look at this is, you know, if agents are going on, do not disturb. Obviously, they’re not really enjoying their job a whole lot. One thing you also may want to take into consideration, kind of a different approach is, hey, have you looked into gamification? Check out my other video on that. That might be a way to engage call center agents more so that maybe they’re a little bit more motivated, more motivated to not put themselves on, do not to serve a little bit more motivated to work. So check out that video that I did.

Still confused? Reach out and contact me

If you’d like my recommendation on the best call center software vendors, your companies should be coding, especially ones with AI, and especially if you have a 20 or more contact center agents. That’s really my sweet spot. Reach out, send me an email or give me a call (714.593.0011). I’d love to help your company. If you reach out to me, I’ll ask you some questions about your company’s call center requirements. And based on your answers, I will introduce you to a select group of vendors that I feel are the best fit for your organization. I’m a broker for all the major cloud contact center vendors in the marketplace, so I know the landscape well and every vendor has different a different niche. Based on your company’s requirements, I’ll pick you up with the exact vendors you should be quoting and save you a lot of time and mistakes from trying to Google it and try to figure all this stuff out on your own. I’ll also introduce you to the best salespeople at the organizations to work with that I work with on a normal basis. Also, make sure that you’re paired up with companies that have a great reputation for uptime and service quality, customer service. I also oversee the quoting process to make sure your company will get the best pricing possible from your vendor of choice. And the nice thing is all that’s included. Yet your company doesn’t have to pay me a dime for my broker’s services. The service providers actually pay me my broker fee so your company doesn’t have to pay me anything. There’s no excuse not to at least reach out, send me an email, give me a call and see what I have to say.