Long hold times! The Best Call Center Software

Your company has a call center, and it’s time to shop for a new call center software. One of your biggest problems is long hold times! You can solve that.

In this video, I cover 4 call center software solutions to help your company reduce hold times.

Want my recommendations on the best cloud phone system vendors to quote, for your company? Click the button below and ask me today.

About Mike

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

Your company has a call center, and your company is in the market for a new call center software. One of the biggest things on your must-have list is a better way to track calls. The problem you’re having is you don’t know if your agents are answering the phone like they should be. Well, I can tell you you’re not alone. I’ve heard that from a lot of call center managers, and there are some great solutions out there for you. We’re going to talk about them in this video. My name is Mike Smith. I’m the president of Aerocom. Let’s put our heads together on this.

My Recommendation

But first, if you’d like a shortcut, watching this video is great and everything, but there’s a very short way to answer this question. If you’d like my recommendation on the best call center software vendors your company should be quoting, reach out, send me an email or give me a call (714.593.0011). This is what I do—I’m a broker for all the major vendors out there. I will help your company make a much better decision in a fraction of the time. Join the thousands of other I.T. professionals who have used me to help their company. The nice thing is, I won’t charge you a dime for my consulting services. Just send me an email or give me a call. We’ll set up a time to talk. I’ll ask you a few questions about your company’s call center. I’ll give you some recommendations on the vendors you should use, introduce you to the best reps to work with at those vendors, and arrange a demo for you to see the solution. I’ll also coordinate quotes and make sure you get the best deal. The service providers pay me my broker fees, so your company doesn’t have to.

It’s a nice shortcut. Watch the video too, but the reason I do these videos is to help customers get introduced to me so that they’ll give me a call. Also, don’t forget to subscribe to my YouTube channel so you don’t miss any of my future videos. I put out new videos every single week. Don’t miss them! Subscribe to the channel, hit the little bell button so you’ll get alerts.

Biggest Problems I hear about:

Okay, so let me guess what some of your problems are. I’ve heard these things quite a bit. Maybe your agents are putting themselves on Do Not Disturb. Or maybe they’re going into wrap time and taking a long time—like 15, 30, even 45 minutes in between calls. Or maybe you think agents might be ignoring calls and letting them go to other people. Maybe agents are letting calls go to voicemail and saying they like that better, because that way they know what the person needs and it allows them time to prepare before they call back. Those are all possibilities, right? But at the end of the day, maybe you just don’t know. Maybe your company is super busy, and agents are doing their best, but there are long hold times because there aren’t enough agents. Customers are complaining, satisfaction ratings are going down, and you’re left wondering what’s going on. The good news is you can solve this with technology.

How to solve these issues:

So, as you’re looking at contact center vendors, here are the must-haves for your new solution. Number one: real-time status on every call queue. You should be able to pull up your call center manager dashboard, see all the agents logged in, and know who’s on the phone, who’s idle, and who’s active in real time. Number two: the ability to remotely log an agent back into the queue. Say you see an agent logged out for 30 minutes who’s supposed to be working—you need the ability to log them back in. Sometimes it’s intentional, but sometimes they just forget to log back in after a break. Number three: an agent wrap-time countdown. Maybe you decide agents should have five minutes to disposition a call. After finishing, a timer can pop up counting down from five to zero. Some say it works, though others feel it encourages agents to always take the full five minutes—but it’s better than 20 minutes. And finally, number four: full historical reporting. You should be able to see every single call from start to finish, as well as reporting on agent activity—talk time, queue time, wrap time, and more. Alerts can be set up for inactivity. Reporting should be customizable and detailed.

Which contact center software vendors should your company quote?

If you’ve got long hold times and don’t know why, make sure you reach out, send me an email or give me a call (714.593.0011) if you’d like my recommendation on the best call center software vendors. I’m a broker for all the major vendors and have been doing this for over 20 years. My gray hair shows it. Don’t just Google this—send me an email or give me a call, especially if your call center has 20 or more agents. That’s my specialty. I’ll introduce you to the right vendors, the best salespeople, and coordinate demos and quotes. I’ll oversee the process to ensure you get the best pricing. All of this is at no charge—providers pay me my broker fee. There’s no excuse not to reach out and get my opinion. Join the thousands of other I.T. professionals who’ve made better decisions faster with my help. I love talking about this stuff, so reach out. And if you got something from this video, the best way to say thank you is to contact me. Don’t forget to subscribe to my channel and check out Aerocominc.com for more resources. Thanks for watching, and I’ll catch you on the next one.