Alerts can be an effective way to keep operations running smoothly in a call center on a day-to-day basis. The Q-Suite can be configured to utilize multiple types of events. Here are a few of the most useful types of call center alerts:
- Audible – What better way to notify an agent that a call is incoming? Play an audio message or a basic beep. How about a floor-wide notification that a successful transaction has just occurred? Leverage the Event Broadcaster and pipe some audio into a set of external speakers. Using audio is a simple yet incredibly blunt method of getting someone’s attention.
- Visual – It is common for centers to have electronic wallboards placed around the site. Typically these wallboards will display realtime agent and call information. These wallboards could be built to flash or change colour based on certain thresholds. These types of alerts can quickly grasp a supervisor’s attention. Floor managers can then react in the proper manner with regards to these alerts.
- Screen Popups – In the case where you may not want to alert an agent using audio, you can opt to use a popup window for incoming calls, which forces the agent to click a button to proceed. Another valuable use case for popups could be “How do I know for sure if the caller has hungup?” In this situation, enable the disconnected call popup.
Using the available events and alerts can streamline agent and supervisor workflows, which will improve the efficiency of the call center.
On a lighter note, here on the Indosoft campus, it is highly desirable to know when there is fresh coffee or a tasty baked good in the kitchen area. With a little creativity, LED hue lighting, and an IM client like Jabber, specific DIDs have been programmed into the local instance of the Q-Suite to change the colours of the lights and send an IM to all interested parties when one of these kitchen events takes place. Instead of sending an email or announcing the event vocally, just pick up an extension and dial a number.