What is a Dynamic Call Agent?
When running a business, especially in an office environment, streamlining the way you take calls from your customers and clients is going to be a key point of concern. If you’re not handling and processing calls as efficiently or as effectively as you need to be, you are going to risk losing interest, and therefore […]
When running a business, especially in an office environment, streamlining the way you take calls from your customers and clients is going to be a key point of concern. If you’re not handling and processing calls as efficiently or as effectively as you need to be, you are going to risk losing interest, and therefore revenue, in the long run. It’s a scary prospect, but it’s one which bears considering! This is going to especially be the case if you have major designs on growing your firm in the months and years to follow.
Have you considered setting up a dynamic call agent, or DCA? As part of a leading corporate communications strategy, a DCA might be just what you need to ensure that your customers’ queries and concerns are fielded by the right people, at the right time. This means that there’s going to be less frustration for your callers, and it’s also going to potentially mean that there is more potential for revenue and growth in the short term for you.
Let’s take a closer look at what at a DCA is, and why it might be the best choice for your growing business moving forwards.
What Exactly is a Dynamic Call Agent?
Let’s keep things simple to begin with. A DCA is an element of your incoming calls switchboard which will help to ensure that your customers’ calls head to the right departments for efficient support and resolution. Rather like a smart IVR, a DCA will work by picking up on customer needs and profiles, and then ensure that their calls and queries head to agents with specific skillsets.
Think about how much time and hassle this could save across the board – not only for you and your team, but for any callers who approach you! Instead of having to muddle through an annoying switchboard by pressing numbers and getting through to the wrong people, your customers can now reach agents who will be able to help with specific, precise concerns sooner rather than later. That helps to cut down on their frustration, and it also means you can hit those KPIs as and when you need to.
A DCA is likely to be a primary option for businesses who are overseeing a quick period of growth. While you might not have teams full of specialists, it still makes sense to have a system in place to ensure that a specific expert can help with specific calls and concerns.
How Does It Actually Work?
Of course, it makes sense to learn a little bit about how a DCA actually works for you in practice. Just as a modern digital switchboard or IVR might forward callers to the right departments or agents, DCAs take things one step further. This means that, instead of asking customers to endlessly press buttons to reach irrelevant departments, a DCA will instead use voice commands and pick up on cues and other data.
This means that they will deliver customers to specific agents and experts – not just interior call dumps – so that these requests can be handled quickly and with the care that customers and clients actively expect. This also means that you, as a business, can start to process calls and queries quicker than ever before. This isn’t a good thing if you are rushing through calls, however, it’s a great thing if you are fielding calls to specialists with efficiency – as that means customers can expect quick resolutions which are satisfying and not just adequate. That, crucially, is what is going to set you apart from the pack.
What Are the General Benefits of a DCA?
There are over-reaching benefits of a DCA or dynamic call agent which are well worth taking into account. For example, a DCA is likely to ensure that you are able to manage employees and specialists more efficiently. There will be no more irrelevant calls clogging up employee queues and department handling times. This means that they can continue to handle and field calls without the risk of you losing money or time.
A DCA will also ensure you have a smart option to process calls during periods where you might not be able to handle queries as efficiently as you might normally expect. For example, if you are unavailable to answer calls at all, and it is outside of office hours, a DCA will be able to devise as such, or forward to someone who might be available on a remote basis. It is also likely to be an asset to those businesses and call centres who are handling more and more calls, and who may be struggling to lose sight of their targets.
Crucially, a dynamic call agent is a fantastic internal tweak which will let you filter and process calls more efficiently and at a higher level of quality than ever before. It could well be a technical step in the right direction that your business needs to thrive in the years to come. If you are going to stand any chance of appealing to the masses – and of getting ahead of the pack – you are going to need all the business and technological support you can get.
Contact Capital Telecom
DCA is just one of many services and standards available through Capital Telecom on a flexible, affordable basis. Our team will work hard to look at ways in which we can efficiently transfer and organise your calls for the years ahead. Sometimes, this just needs a few extra features added into your internal systems and services.
Unsure where to start when it comes to helping make your call handling and query processing more efficient? Why not get in touch with Capital Telecom? It’s time to take a look at our leading packages. Or, if you prefer, we are available to help you find the best solutions and services to enhance and streamline your customer care.
Why not get in touch if you’d like to know more about custom or bespoke business comms solutions?