Agent
Satisfaction and Retention

Agent Retention

Being a call center agent can be tough work. Anything you can do to reduce the burdens and increase the rewards can help retain your best agents. While CVCC^® can't do anything about that irate caller that has a product or service issue, it can give you more flexibility to make life easier on your agents. CVCC^® is easy to learn and easy to use so your agents can focus on the callers. But more importantly it provides the ability for agents to work anywhere.

• Would allowing good agents to work at home or at an office closer to their home make them more loyal?
• Would adding people from other offices to the center at the busiest times reduce stress?
• Would integrating all of your centers into a single center reduce the frustration of callers?
• Would a follow the sun approach simplify scheduling and eliminate shift extensions?

Access New Labor Markets

Are you constantly competing with other companies for the best agents and seeing salaries escalate in response? Then maybe looking at less competitive locations would be in order. CVCC^® can make it very easy and inexpensive to open small centers in less competitive cities.

Extend Your Center to Those Who Cannot Work in an Office

Are there good agents out there who don't respond to your hiring ads because they are physically unable to work in or travel to an office? Take the office to them. With no hardware or software to worry about you can extend your center to anyone; and feel good doing it.

Support a Work-at-Home Initiative

Whether it's to reduce traffic, fuel consumption or pollution many cities and states are looking at work at home initiatives as a way of solving some very tough problems. Offering your agents the ability to work at home some or all of the time can not only be a way to meet regulatory demands but also reward good performers.

Enterprise-Level Reporting

If you have multiple centers on separate systems you may not have a good picture of their real performance. And, if you do, it may be difficult and expensive to analyze performance on a regular basis. In a CVCC^® call center the agents and supervisors are all part of one workflow engine that tracks in real-time the actions and activities of all of the agents. With no extra effort you can see the performance of the centers as a whole and slice and dice them any way you need in order to make informed decisions about where to focus your resources on solving problems and improving service.

Follow-the-Sun Scheduling

If you have centers in multiple time zones you can gain the benefits of a follow-the-sun approach to off-hours callers. Agents in New York can handle calls from the west coast three hours before the LA center opens. And the reverse works in the evening with New York callers getting served from LA three hours after the New York Center closes. If you have international agents the hours extend even further. Since CVCC^® is a single routing environment, the calls get routed to qualified logged in agents regardless of their time-zone or location.

Our intuitive web-based interface lets you learn in minutes, deploy in hours.

WHITE PAPER
Inbound Call Center Manager’s Checklist

A periodic check of best practices is always a good idea. Our call center experts have created an 11-point checklist. Download our white paper to ensure your call center is on track. Read More...