It's not always the calling agent at fault when the outcome is not as you have envisioned. There can be other factors, too, that you should be cautious about when it comes to productivity.
And one of them is appropriate tools and technologies to manage business operations, whether text, call, service, sales, marketing, or any other.
If we talk about maximizing the productivity of calling agents, one thing businesses can't afford to miss is CTI.
CTI integration in Salesforce is an essential move for Salesforce users to manage their call operations effectively and faster.
Advanced CTI capabilities help businesses maximize the calling agents' productivity, saving their time.
Here's how.
Maximizing Calling Agent’s Productivity with Salesforce Telephony Integration
Reduces Efforts of Calling Agents
Have you ever thought about how much time it would consume if agents had to dial number back-to-back while dealing with a large volume of calls?
A lot. Dialing each number by pressing each digit extends the time frame of call operations and leaves less time for agents to converse with customers.
So, CTI integration in Salesforce helps your calling agents to cut back on dialing efforts and save time for call conversations.
With auto-dialer, the agents can put numbers queue on auto-dial and eliminate number dialing work.
Even while dialing a single number, they can use click-to-dial and dial numbers by simply clicking on the number on the Salesforce record.
Helps with Fast and Satisfactory Call Closure over the First Call
Another way CTI integration Salesforce helps to maximize agents' productivity is by eliminating long call queues and freeing agents' time.
The more time it takes to resolve a caller's issue, the more calls are in the queue. It's because you can expect multiple calls from a single customer until the problem is not resolved.
This keeps the agent busy and occupied all the time. Also, agents receive more calls and provide fewer resolutions.
But with Salesforce telephony integration, agents can close cases over a single call, reduce calls in the queue and improve first-call resolution.
They can route, transfer, and perform call conferencing to connect the caller with the concerned department and resolve their issues over a single call.
Helps to Manage Resources Well
When one agent receives back-to-back calls, and one is free, this is a mismanagement of available resources.
With CTI integration in Salesforce, you decide the entire journey of calls and set up criteria for call routing to distribute calls evenly.
This would prevent agents from being exhausted and allow them to manage calls better.
Besides, your agents can set up their availability status as Online, Offline, and Away so that calls can be routed to only available agents and the caller does not have to wait longer.
Conclusion
CTI integration in Salesforce is the best move businesses can opt for to maximize their agent's productivity. With CTI's advanced capabilities, agents can handle calls better, reduce their manual intervention to a great degree, save time and take more calls. This helps businesses to make the best use of available resources, providing them with the best CTI features. On the flip side, they can also improve brand reputation, improving customer experiences.
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