Letting your agents know about changes, or informing specific agents of some detail or other, is an important part of running an effective call center. Some call centers will use a third-party server like Jabber and install clients on the agent desktop. Managing the logins, ensuring all agents get their messages, and verifying receipt can be a bit of a challenge.
Increasingly, agents are remotely situated. Whether the call center is distributed over multiple locations, or the agents themselves work remotely, you need to get the message out.
A good call center software suite should include the ability to message agents. Indosoft’s Q-Suite includes the ability to broadcast messages to specific agents, members of your team, or all agents. When the agent logs in, they should be able to see that there are messages and read them. If they receive one while logged in, they should receive notification of such.
While other methods, such as leaving voicemails, taping post-its to monitors, and putting up flyers around the call center exist, putting the message on the same system the agent has to log into every day may be the best way to ensure the agent sees the message and can act on it in a timely manner. Agents whose work schedules don’t correspond with their supervisors, or whose location doesn’t, may only be able to receive messages this way. Get your message out.