Modern contact center software is capable of providing contact centers with a very high level of automation. Today, call center agents don’t have to dial phone numbers manually or “pick up the phone” when there is an incoming call. All these operations are taken care of by a software platform. Physical telephones on the agents’ desks have been replaced by desktop computers and USB headsets. Let us take a closer look at the key instruments of Noda software platform that help to automate call processing.
Inbound Call Processing
Noda Contact Center supports processing of all types of phone calls: calls coming through Public Switched Telephone Network (PSTN), as well as calls made from websites and via mobile apps. Calls are routed to agents basing on their skills and availability. There’s also a multi-skill mode for agents who possess several skills and can handle different projects. To maintain the necessary service level (the average speed of answer limit) the system transfers the calls from one queue to another automatically. The platform allows to adjust conversation scripts which pop up on the agent’s screen automatically, when a connection with the caller is established.
Unlike other telephone system solutions, Noda Contact Center features tools that help to spot the reasons for SL plunges. You can see all key indicators on the online monitoring dashboard. In case of a dramatic changes in the number of inbound calls, average handle time (AHT), after-call-work (ACW), and other parameters, managers can take quick action to solve the problem.
Smart IVR and Routing
Interactive Voice Response (IVR) is an integral part of any call center software. This tool is necessary for automatically determining the category of an inbound call and routing it to agents with corresponding skills. In a number of cases, IVR helps contact centers to deal with emergencies caused by unpredicted peaks in incoming calls. For example, in the Peak Load mode IVR will automatically offer the caller a call-back option, and in the Network Failure mode the callers will hear an automatic notification informing them when the problem will be solved.
Noda Contact Center, unlike some other platforms, features a user-friendly graphic IVR tool which allows to create and alter IVR menus without any help from IT specialists. The tool includes ready-made modules and a visual editor. If necessary, users can change the properties of any of the graphic tool modules.
Outbound Calling Campaigns
Any outbound project has two main aims: the first is to reach the customers as quickly as possible (with the minimum number of attempts), and the second to make the most of each successful call, without inconveniencing the customer by calling at an inappropriate time, or annoying them with silent phone calls or intrusions into their personal space.
Noda Contact Center has all the necessry features to avoid this. The platform has several modes for making automated outbound calls: predictive dialing, progressive dialing (with agent reservation), calls with preliminary customer case study, and automated calls (without live agents). In the Predictive Mode, the system takes into account the number of available agents and their status, the reachability of contacts in the database, the average speed of answer time, call duration, after-call work, and other parameters. It is possible to adjust the outbound call strategy by:
- types of phone numbers (landline, mobile, home, work), permissible calling time, and phone number priority
- the algorithm of shuffling phone numbers (e.g. “new or profitable customers first” and/or “according to time zone”)
- the type of action depending on call result (both the system actions and the ones manually selected by agents), including automated callback in the Progressive Mode (with agent reservation), if the call in the queue has been abandoned.
- limited number of outbound lines
- music-on-hold mode.
Flexible settings of outbound calling campaigns allow to exclude irrelevant contacts, e.g. those who already have settled their debts, have called back, etc., from calling lists. Besides, Noda Contact Center has an effective built-in AMD module with voice comparison capabilities that can automatically detect answering machines.
Call Processing Scripts
Noda Contact Center has multiple out-of-the-box scripts for contact center agents that can be used for inbound and outbound calling. You can adjust conversation scripts for each project, so they pop up automatically in the agent’s working window when a call is taken. The agent script can include standard questions and answers, pop-up cues, links to entries in the knowledge database, and questionnaires for gathering customer information during a call. The questionnaires ensure that when a call is transferred to a different agent, all the customer information is available to the next agent in the call file. You can also add any relevant information from external sources to the script. For example, there is an option that allows to open the customer file automatically in CRM after their phone number is identified. This option is a real wow factor. Imagine calling a call center and being greeted by your name the moment your call gets through. Apart from producing an “exclusivity effect” and boosting service level, agent scripts reduce the average handling time (AHT) and the number of potential information input errors. This is achieved through validating the filling of online forms and automated spell-checking.
To control the quality of agents’ transactions with customers, it is desirable to have a listen-in option. Noda Contact Center enables you to listen in on both live and recorded conversations. The system stores a full archive of all call recordings starting from the first second of conversation. Managers can filter recordings by projects, agents, customers, types of phone numbers, periods, etc. There is a convenient call search engine. Recordings can be downloaded and included into reports in the form of links. To support the voice analysis function, Noda Contact Center makes recordings in the stereo regime.
In the last few years, robotic services have become quite popular due to their ability of substituting live agents in call processing. Such services can be used both for inbound and outbound projects. For instance, Noda Contact Center voice bots have been deployed at the call center of Mosenergosbyt, one of the largest Russian energy providers, and Omsk RTS, a regional heat distribution grid in Siberia, to help users submit their meter readings by phone. Noda voice bots are also employed at Russian Post contact center to track down postal items and help callers find the nearest post office. Besides, voice bots can successfully substitute agents in outbound calling campaigns connected with debt collection: informing credit card holders of the amounts to be paid and dates of payment, electricity users of their bills, telephone subscribers of their monthly fees, etc.