A getting started guide

Contact Center Tips for Managers: Part 1

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Table of Contents
    Table of Contents

      Intro

      Dialpad's Contact Center enables agents to deliver personalized support at scale. With real-time coaching that offers up answers on demand plus native integrations to help desks and ticketing systems, your agents have a single place to focus, troubleshoot, and resolve.

      Let's take a closer look at some tips for managers who are just starting to get comfortable with their new contact center software.

      Admins vs Agents

      You might have noticed that every call center comes with a section for Admins & Agents.

      Call center admins have total control over the call center they've been assigned, including options to:

      • Set up routing rules (or make changes)
      • Add features like CSAT surveys, alerts, call dispositions, recording rules
      • Access analytics, dashboards, and wallboards
      • Monitor live calls as well as access past calls

      Pretty powerful, huh? That's why we'd suggest limiting who you make an admin unless they really need all that. Otherwise, if you're just looking to have a user handle calls then we'd suggest making them an agent.

      You can also opt to make someone a call center supervisor which would be a good middle ground between admin and agent. They'll be able to monitor calls and view areas like routing and dashboards but not have edit access.

      Route The Right Way

      Any manager knows that there's more than one way to route a call. And if you're struggling to figure out what makes the most sense, consider the following:

      • What's your inbound call volumes look like today?
      • How often are callers waiting in the queue? How long?
      • What do you want to happen if callers can't reach agents?

      Once you've got those answers, you'll have an easier time digging into all the different routing options that Dialpad offers including:

      • Open vs closed vs holiday hours routing
      • Routing directly to agents vs an IVR
      • Round robin, fixed order, skills-based, simultaneous, or random
      • Fallback options when no agents are available
      • Custom welcome greetings and voicemail recordings

      Dialpad Tip: You'll be able to look back through your analytics to see how effective your call routing is.

      Customizing Your Hold Queue

      Every call center allows you to customize your hold queue and your caller's experience.

      To find your settings, simply log into dialpad.com (must have admin permissions) and follow these steps:

      1. Click on the Gear icon
      2. Select Call Centers and then the specific one you need
      3. Select Business Hours & Call Routing
      4. Choose between either Normal Business Hours or Holiday Hours
      5. Scroll down to Hold Queue Settings

      Here's where you'll find options to customize your hold queue including settings for:

      • Max. queue size (# of people)
      • Max queue wait time (mins and seconds)
      • Allowing callers to know their place in the queue
      • Enabling in-queue callback

      Status, Surveys, and Dispositions

      A conversation is only as good as the context that goes with it. That's why Dialpad offers the ability to customize a number of features that bring full context to your contact center interactions.

      With Custom Off Duty Statuses, managers can create a list of statuses for agents to toggle between whether they're on a lunch break vs off duty for the day.

      Call Dispositions can help give some insight into the types of calls reaching agents (i.e. user education vs troubleshooting). You'll be able to customize what dispositions agents choose from as well as the call centers they pop-up on.

      Customer Satisfaction (CSAT) Surveys are a great way to not only get valuable feedback right after customers have interacted with your agent but gauge at a higher-level how they felt about the experience.

      And if you're looking to really get the most out of this feature, we'd suggest enabling Voice Intelligence™ on your surveys—this allows callers to (in their own words) express themselves which then gets transcribed by Vi and surfaced to you in your exported analytics.

      Dialpad Tip: You'll be able to dig into reports on CSAT scores or how often certain dispositions or statuses are used from your analytics platform.

      Dashboards & Reporting

      Once you're up and running, it's only natural that you'll want to see how things are performing. Dialpad offers up a few different avenues for this, it'll just depend on whether you're looking for real-time metrics vs post-call.

      For real-time, managers have access to wallboards that give you a single place to see the metrics that matter as well as dashboards that offer up charts on metrics like:

      • Completed, total, missed, and abandoned calls
      • Agent status (available, on a call, wrapping up)
      • # of live calls
      • Wait time, abandon rate, and agent to callers ratio

      For post-call, managers can dive into their analytics platform and really get the full picture of activity for the past day, week, month, etc.

      Here are just a few examples of the kinds of answers you'll gain with analytics:

      • What's our call volumes look like for the past X amount of days?
      • Who is handling the most amount of calls? What's their avg. handle time?
      • What's our CSAT score?
      • Which dispositions are being used the most on calls? By which agents?

      There's a lot to unpack in analytics which is why we bundled up some key areas to focus on in our best practice guide.

      Helpful Links

      Looking to learn a bit more about how to try out some of the features mentioned above? Check out some of the help articles that go into more detail plus offer up FAQs and tutorial videos:

      Ready to keep going? Check out our part two guide that highlights the different ways you can train and coach agents no matter where they're located.