Agent shortage is quite common. It is not that, there is not enough manpower, but getting talented and skilled agents is quite a complicated job. Moreover, there is a challenge to deal with agent rotation. It results in agent shortage and the call centers often need innovative and practical ways to deal with the same.
In this article, we will share some tips that can help your call center deal with the agent shortage with ease.
The intelligent call center software comes up with an array of features. Some of these features also support automation. Automation introduced by intelligent call center software is an amazing weapon to deal with the shortage of agents. Many operations can be automated, so the involvement of agents will be eliminated from those areas. On the other hand, some operations can be automated partially. This also helps in dealing with the agent shortage as with 50% of the manpower, your call center can work smoothly.
The intelligent call center software also supports omnichannel communication. It means all major communication channels can be integrated into the intelligent call center software. This type of software is also known as an omnichannel intelligent call center solution. Some of the channels like WhatsApp, SMS, email, etc. can have templates. With the stored templates, agents do not need to write a response. This further saves time and reduces workload. Therefore, with fewer agents, more productivity can be achieved.
Agent shortage is a big issue, but it can be reduced by looking beyond boundaries. You can hire a remote agent or a team of remote agents. The costing may vary depending on the geographical areas from which you hire agents. However, you can be rest assured about the quality of work and productivity. Also, you can hire from a pool of talent. The intelligent call center software supports cloud hosting and also other options to make sure that your remote agents can securely access the solution and work productively.
Agent training is necessary for the agents that have just joined your call center. Even if they have experience of working in a call center, it is necessary for them to learn your tools like an intelligent call center solution, a CRM system, etc. Also, they need to learn how customers are served in your call centers. For these and many other reasons, the call centers provide training to the agent. Some training sessions are conducted on a weekly or biweekly basis. It is advisable to reduce the number of training sessions and the total time of training. The saved time can be used in handling customers and overcoming the challenges raised because of the shortage of agents.
Intelligent call center software is one of the powerful tools that can help in overcoming the challenges related to the agent shortage.
iCallify is an intelligent call center software that supports omnichannel communication, call center automation, remote access, and many other aspects to help you deal with agent shortage. Contact us to know more about iCallify.