Available, Away, Busy? Route Accordingly!

Columbus, OH -- (ReleaseWire) -- 01/12/2015 --Not only are call centers here to stay, but they continue to grow. Especially since technology allows agents to work remotely, it has become even more critical for managers and call center operators to be able to keep track and monitor agents. With Bolder Thinking's agent state control, call centers can now manage agents by taking them offline or by changing their state as needed. How does this ability truly effect the performance of a call center?

Essential for Call Routing

In order to route calls effectively, the system needs to know which agents are actually available to take a call. For instance, if an agent temporarily leaves (whether for lunch, a restroom break, or any reason), they can change their status to "away" so calls will not be routed to them. In essence, this decreases wait times and re-routing, which we all know can frustrate customers! Furthermore, supervisors can also change agent states if situations arise for their need to do so. This ability is essential for call routing.

Entire Team is Always Informed

Another benefit of agent state control is that the entire team will be informed about what everyone else is doing. Not only is this information reported in real-time, but call centers can access historical information on agent states to determine work performance or to calculate working hours. The team will know who is active, inactive, not currently working, and if people are available for transfers or questions. This allows for effective collaboration between agents and supervisors, and remote and non-remote team members.

Even Remote Agents Can Be Tracked and Accounted For

With over three million Americans working remotely, a general concern is being able to manage agents when a huge portion of them are remote. With this technology, call centers will know when remote agents are available, away, or not even signed in. In the scenario where a remote agent is listed as available but is not actually answering calls, managers can change their state to offline and contact them to determine if there is an issue and the reason behind the absence. With this technology, there is just as much accountability for remote agents as there are for ones working in an office.

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For more information about Bolder Thinking, please visit our website at http://www.bolderthinking.com or call us at 888-677-8730.

About Bolder Thinking
Bolder Thinking specializes in call center software and offers a dynamically scalable software suite that is fully hosted in the cloud.