The Best Cloud Call-Contact Center Software: Do Not Disturb

You are looking for the best cloud call center software for your company, but your call center manager has asked for a way to prevent agents from putting themselves on do not disturb.

In the video below, I explain two ways to prevent agents from using the Do Not Disturb button to avoid taking calls:

1. Blocking it
2. Forcing a reason code

Want my recommendations on the best cloud call center software solutions to quote for your organization’s requirements? Click the button below to 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

Today we’re going to talk about call center or contact center, whichever you’d like to call it. And we’re going to talk about the Do Not Disturb button.

Which Call Center vendors should you quote?

But before I get too deep into it, a quick plug, if you like. My recommendations on the best call center software vendors to quote for your organization, reach out and contact me, by email or by phone (714.593.0011). I’m happy to help. I’ve been doing this for 20 years. I know all the major vendors out there and I know which vendors you should be quoting, and I won’t charge you anything for you to come and ask me for my advice. So, no excuse not to reach out. More information on that. At the end of the video. Also, don’t forget to hit the like button and subscribe to the channel. I’d really appreciate it.

Agents using the Do Not Disturb button

Okay. Well, your company is looking for a new call center software solution or contact center software solution, whichever you you call it these days. And if you want, you can watch my video on what the differences are between the two. But one of the things that got brought up by one of my customers the other day is I’m helping a customer look into a new call center software. And they said a problem they’re having is there. Call center agents today have learned that they can hit the do not disturb button on their desk phone and just go out of queue. So they’ll actually hear calls coming in and quickly hit the Do Not Disturb button so they don’t have to answer it. So it’s becoming a big problem because obviously if you’re paying people to answer the phone, you want people to answer the phone. And if people are having to sit on hold and wait because some of your employees just don’t feel like answering the phone right now, that’s not really a good situation. So what do you do if that’s going on?

Find a Call Center that Doesn’t allow the Do Not Disturb button

So number one, obviously, is you can look for a new call center software vendor that does not allow them to hit that button. So it doesn’t allow them to hit the do not disturb. That would be number one. But not all vendors can do that. So there’s a lot of vendors out there that that don’t allow you to to block that. So you know call center agents can hit the do not disturb button but what do you do if that’s the case.

Reason codes

Right. So, if there’s no way around it, what’s the solution? Well, one solution that you can do a lot of call center software vendors can make it to where they force the person to actually enter in a a code for the do not disturb to enable it. So you can create two or three different reason codes to go on. Do not disturb like one reason might be need to use the restroom or another one might be taking my break or you know, busy working on you know, entering the customer’s information into software, things like that. So you can put in reason codes for going on do not disturb.

Pulling reports & emailing the manager

And then taking that a step further, you can pull reports on that. So instead of them just hitting do not disturb randomly and being able to just block calls from coming to them, they have to enter a code and their supervisor can actually pull the report and showing the reason codes on how often they’re hitting the do not disturb and what reasons they’re giving for that. Do not disturb. And then taking it a step further, you can have those reports emailed to a manager.

Reach out for my recommendations

So if that sounds interesting to you, you obviously need to find the right vendor who can do all that stuff, maybe just block it altogether, or maybe at least require a code to enter into hit. Do not disturb, but something to think about. There. If your company is looking into new call center software solutions, well, which vendors do that stuff? Well, that’s my job. If you’d like my recommendations on the best call center software vendors to quote for your company, each call center software vendor has a specific niche and they have things they can and can’t do. But instead of reaching out to the hundreds of them that are out there, just contact me. That’s my job. I’m a broker for all the major vendors out there. I know all of them.

Conclusion

I’ve been doing this for over 20 years, so reach out, contact me, by email or by phone (714.593.0011). I’ll ask you a few questions about your companies requirements and based on your answers, all match you up with the best vendors to quote for your organization. Specifically, I’ll also introduce you to the best reps to work with that. Those companies that my customers have enjoyed working with and then also oversee the quoting process to make sure you get the best pricing from the vendor of your choice.

So the nice thing is, on top of all that, I don’t charge you anything for my broker fee. The service providers actually pay me my broker fee so you don’t have to pay me anything. So there’s no excuse to at least not reach out and ask me for help and see what I have to say. And that’s a nice way to say thank you.

If you got something from the video, I’d love to hear from you. I love the quote, This stuff. It’s what I do. It’s what I love to do. I’ve been doing it for a long time and I’d love to help you out. So if you found the video useful, please hit the like button and subscribe to the channel and I will see you on the next video.