6 Ways CCaaS Enhances Productivity

Written By Bicom Systems Team

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When you hear “Call Center” you may picture a row of desks or cubicles with agents holding telephones.

While this was the standard in the past, the landscape of contact centers has evolved significantly in recent years as modern technologies emerge that make contact centers more efficient and productive.

Today, businesses like those of your customers are discovering the power of Contact Center as a Service (CCaaS), a cloud-based alternative that enhances customer interactions for any business or organization with external communication needs.

CCaaS utilizes cutting-edge technologies to revolutionize both the customer and employee experience, driving efficiency and productivity. Unlike the conventional call center, CCaaS offers flexibility that goes beyond basic telephone conversations.

A typical CCaaS solution will come equipped with omnichannel technology to support enhanced interactions, automation tools to improve call handling and routing, and robust reporting tools that provide insights into performance metrics and trends.

In short, CCaaS represents a superior option for customer interactions that is flexible, efficient, and scalable.

So what does your CCaaS product have to do with productivity? Well, everything. CCaaS transforms the way agents operate, enabling them to improve their customer interactions and reach quicker resolutions.

By providing tools for streamlined workflows and enhanced visibility, CCaaS empowers agents to dedicate more of their time and energy to helping customers. Supervisors benefit from increased control and visibility, ensuring consistent productivity levels.

Moreover, CCaaS offers comprehensive reporting capabilities that enable supervisors to effectively track productivity. Through detailed examination of metrics such as call resolution rates, call abandonment rates, and customer satisfaction scores, supervisors can gain valuable insights into performance and make informed decisions for continuous improvement.

ccaas features for productivity

1. Automations save time so agents can focus on customers

In today’s fast-paced world, every second counts, especially in the realm of customer service. One key way that CCaaS platforms enhance productivity despite time constraints is through automation tools that delegate repetitive tasks to a computer rather than a person.

CCaaS solutions often come equipped with a Dialer feature that automates outbound call campaigns. Instead of manually dialing numbers, agents can upload a list of contacts and rely on the Dialer to place those calls, freeing up their time for interactions with customers.

Another key aspect of automation in CCaaS is intelligent routing strategies, such as Automatic Call Distribution (ACD) and Interactive Voice Response (IVR). These technologies ensure that incoming calls are automatically directed to the most appropriate agent or department based on predefined criteria and available staff. IVR, in particular, saves time as customers interact with the automated system before being connected to an agent.

CCaaS platforms often integrate chatbots, AI-powered virtual assistants that engage with customers in real-time via chat. Chatbots can handle basic inquiries, such as checking order status or resetting passwords, without the need for agent intervention. By delegating basic interactions to chatbots, businesses can reduce wait times and call volumes, allowing agents to focus on more complex issues.

By automating repetitive tasks, CCaaS platforms support agents as they redirect their focus to customer experience and satisfaction, ultimately driving higher productivity levels. Rather than getting bogged down with mundane tasks, agents can devote their time and energy to providing personalized assistance and achieving higher rates of call resolution and customer satisfaction.

2. Integrations empower agents to work more efficiently

In busy contact centers, efficiency is paramount. Every interaction with a customer is an opportunity to build trust and loyalty, but navigating through different systems and software to access relevant information can hinder productivity. This is where integration becomes invaluable in CCaaS platforms, giving agents the information they need to work more efficiently and deliver exceptional service.

Imagine a scenario where an agent receives a call from a customer asking about their purchase history or previous requests. With an integrated Customer Relationship Management (CRM) software, agents can access this information seamlessly while on the call. A pop-up window will bring up relevant information that not only saves time, but also enhances the customer experience by providing more opportunity for personalization. The contact center agent will not need to click back and forth between different interfaces or waste time searching for information.

Depending on their industry, CCaaS end users may find other types of integration useful as well. By combining tools into one interface, businesses can elevate their customer service offers and deliver exceptional experiences that foster long-term loyalty and internal productivity.

3. Omnichannel improves the customer experience for faster resolution

In today’s digital age, customers expect seamless and convenient interactions with businesses across a variety of channels. One of the most powerful tools in meeting these expectations and achieving maximum productivity is omnichannel support.

Omnichannel is a feature of CCaaS solutions that enables seamless interaction with customers across various communication channels, including voice calls, SMS, email, and live chat. This versatility allows customers to choose the channel that best suits their preferences and needs, setting the stage for more productive conversations and faster resolutions.

By giving customers more modes of communication, businesses can streamline the resolution process and minimize wait times. Whether a customer prefers the immediacy of a phone call or the convenience of live chat, omnichannel support ensures that team members can respond more quickly. As resolution rates increase and fewer cases are left open, agents can turn their focus to other customers.

4. Transparency and tracking tools hold agents accountable

Accountability is essential to achieving productivity in contact centers. With CCaaS solutions, businesses gain access to a suite of transparency and tracking tools designed to hold agents accountable for their performance, driving productivity to new heights.

CCaaS platforms offer a plethora of tracking tools that provide valuable insights into agent performance. For example, call recording allows businesses to capture and review customer interactions. By listening to recorded calls, supervisors can assess agent performance and identify areas for improvement that will ultimately lead to increased productivity. 

In addition to call recording, CCaaS platforms often include coaching and transparency tools such as whispering and barging. Whispering allows supervisors to provide real-time feedback to agents without the customer hearing and barging enables supervisors to join ongoing calls to provide assistance or guidance as needed. These coaching tools empower agents to enhance their skills and address customer inquiries more effectively.

CCaaS platforms offer comprehensive dashboards and reports that provide a holistic overview of all queues across multiple channels. These reports offer insight into agent and queue productivity, allowing supervisors to track key metrics and make informed decisions to support improvement. For example, identifying bottlenecks in the customer journey can lead to targeted improvements that streamline operations and improve overall efficiency.

5. Flexibility and continuity maximize productive times

In busy contact centers, adaptability and continuity are vital to maximizing productive times despite busy schedules and high call volumes. CCaaS solutions offer unmatched flexibility and continuity to support the ability of agents to remain productive throughout their days.

One of the most obvious ways that CCaaS supports user flexibility is by powering hybrid and remote work environments. Gone are the days where it is necessary to commute to a physical call center. Today, agents can connect to the same software from anywhere with an internet connection and access the same tools and capabilities. This allows agents to channel more of their time and energy into productive work endeavors while enjoying a healthier work-life balance.

No longer limited by geographical constraints, businesses have access to a much wider range of individuals and teams. They can afford to pursue highly experienced and productive individuals by offering remote work opportunities.

And the benefits of remote working go beyond employee preferences. When faced with unexpected disruptions, such as inclement weather or global emergencies, CCaaS platforms empower businesses to maintain operational efficiency and productivity even when employees must stay home. As long as they have an internet connection and some sort of communication device, they can access the solution remotely and remain productive.

6. Team collaboration tools help agents overcome challenges

Whether it is brainstorming ideas or getting fast answers or calling in a supervisor, CCaaS enables users to collaborate quickly and easily to enhance their customer interactions and maximize their productivity. Instant messaging, for example, allows a customer service agent to quickly and silently appeal to an individual or group of individuals for help while on a phone call.

If the question at hand is more urgent or complicated, users can pull a colleague or supervisor right onto the call to provide support during the interaction. This is particularly useful for users that are not working within the same office building and may feel isolated if not for the CCaaS solution joining them together.

Our Contact Center PBX product supports everything we discussed above and more. Available in white label and backed by a highly experienced support and partner success team, you could take our Contact Center as a Service product to market to support your current and future customers in their quest to boost their productivity and success.

Contact us today to get started.