Contact Center Solutions Featured Article

The Advantage of Real-Time Alerts for Your Business

February 22, 2013

Establishing an efficient system to manage all resources of a company is essential in creating a successful enterprise. Maximizing the potential of all resources ensures a good return of investment, whether you are a small, medium or large company. In companies that deal in the call center space, agents are the most valuable resources and their performance will determine the future of the company.

A couple of years ago, reporting and monitoring of call center operations were not sophisticated. Some had to wait for days for a report to be distributed and sometimes, a report contained pertinent information but with a single miscommunication, important data was easily turned to waste. With today’s many optimization solutions, call centers can monitor day-today operations and transfer relevant intelligence with a system that generates results real-time. This is a giant leap in maximizing a company’s resources.

A system that guarantees instant processing of customer requests should be put in place in order to avoid idle time or uneven distribution of work. This system should enable real-time alerts when a call fails or gets disconnected. In addition, having this system offers the option to mobilize remote agents when an unusual peak in call volume occurs. These alerts are not only for transactions processed, they warrant the efficient delivery of services and can also represent a number of scenarios concerning agents who are not adhering to their set schedules. They come in multiple forms - it may be a pop-up message for logged-in agents, or a call, an e-mail and an SMS for those who are not online.

However, there are a lot of providers who claim that they have real-time systems. But because every process has a distinct time needed for the system to respond or react to a request, this can actually vary depending on the process; it can be in milliseconds or at the low end, in minutes.

When looking to acquire a real-time system, the following factors are vital fro a client to consider:

-  It must have stable and consistent execution – the program must generate the same result regardless of the volume of inputs and with the same time frame. If the system generates the same result but varies in time, it cannot be considered real-time.

- It must provide a definite time for which the output will respond to the change in the input.

- Any factor that determines the state of the output for the input provided should be known and controllable. These factors do not solely determine the efficiency of the system; these are just the three most important elements. What is essential is establishing the time frame of the system.

The call center industry thrives on the amount of transactions processed, so time is of great importance. A call that is too long decreases the amount of calls one agent can take in a given shift, and a call that is lost because of a long queue can translate to an irate customer. Real-time alerts can be a huge help in avoiding these scenarios and knowing what factors to look out for will guarantee a much smaller margin for errors.




Edited by Stefania Viscusi

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