I’ve called the technical support lines of many companies looking for help, and I’ve taken many technical support calls from people who need help. I know that technical support representatives are good, but everyone needs a little help once in a while. Technology changes so fast it’s hard to keep up with the nitty-gritty details. The advantage of a contact center is that if one person learns something new, the whole team learns something new. Our hosted call center solution has a feature that I like to call the team feature, and it’s the focus of this week’s Feature Friday.
As a caller, you might once in a while get put on hold so the agent you’re speaking with can ask a co-worker for a little help. Here at Telax, we make it easier for that agent to get the help they need. Instead of guessing as to which neighbours are not busy and which are silently listening to a caller, our software allows invitations to be sent to available agents who can then connect and lend a hand. The process makes for greater efficiency, increasing the satisfaction of both the caller and the agent.
It doesn’t have to be one technical support representative pulling in another to solve an issue. The team feature can be used across departments as well. A member of the sales team might get asked a technical question that’s a bit over his head, but that’s a problem if he can invite someone into the conversation who has all the answers. Any salesperson knows that hanging up the phone and getting back to a prospective customer is not ideal.
The possible uses for the team feature go beyond support to include training and coaching as well, and depending on the nature of your business, you might even come up with a new use for it. Those of us working in the communications industry know one thing above all else: the more efficiently ideas are exchanged, the smoother things run. The team feature is a tool that provides an additional communication avenue, giving your staff more options and more ability.
Tags: call center, call center agent, feature friday, technical support, telax hosted call ceter