Smiling woman using contact center software

How Your Company Can Benefit From Contact Center Software

Contact centers provide essential customer service, and the key to running a successful one is efficiency. Whether addressing upset customers’ concerns or appealing to potential customers, being able to quickly respond to customers is essential. The role of contact center software is to streamline operations for a more efficient center. Here’s how your contact center can benefit from the software’s assistance.

Reduce Average Handle Time

The average hold time (AHT) of your contact center directly impacts how long both employees and customers spend on a single call. Decreasing this time allows employees to move onto the next call more quickly, thus reducing hold times. The customer appreciates their shorter hold time and not having to be on the phone/in chat for as long — you’re taking up less of their time.

Contact center software helps reduce AHT in multiple ways:

  • Verify basic customer information
  • Prescreen and direct calls to appropriate agent
  • Answer basic questions without agent interaction
  • Monitor agent performance for potential coaching

Agents don’t need to spend time verifying customer accounts, and they don’t waste time talking to customers whom they can’t help (having to redirect elsewhere). For simple inquiries, customers don’t even have to talk or chat with agents.

Monitor Customer Hold Times

Your contact center’s customer hold times (CHT) increases how long customers must wait for their issue to be resolved. While placing customers on hold might not have any actual effect on your centers’ internal operations, hold times make calls less efficient for customers. This leads to less satisfied customers in the best scenario, and downright angry customers in worse situations.

Contact center software is able to monitor CHTs at large and by employee. The data makes it possible to identify agents who have longer than average hold times, and help them improve. Coaching and ongoing monitoring can lead to significant improvement in this area.

Quicken After Call Work

After call work (ACW) is a necessary evil. Agents have to log contact details after completing customer interactions, but documenting is time that agents aren’t spending with customers.

Contact center software doesn’t eliminate ACW, but it can quicken the process in two ways. First, software can assist in actually completing some of the work. Anything that can be automated will likely be completed faster by software. Second, software can monitor agents’ ACW times to see if anyone is slower than average. Supervisors can be alerted to the slower agents, and then either discuss an issue or help resolve a problem.

Monitor Agents’ States

Throughout agents’ shifts, contact center software always knows what the agent is doing. This information allows the software to direct contacts toward agents who can talk/chat with the customer soonest. It also helps supervisors identify and bottlenecks in agents’ workflows.

Run a More Efficient Center with Contact Center Software

If your contact center has inefficiencies in handle times, hold times and/or after call times, contact us at Intradiem. One of our agents will quickly answer your call (thanks to software), and further explain what our contact center software can do specifically for your center.

About the author


Intradiem is the leader in real-time automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes. Real-time Frontline provides business leaders with tips, tricks and techniques to improve productivity and increase revenue within their customer service operations. Our industry experts share their knowledge based on their experiences and what they have observed in hundreds of customer service environments around the globe.

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