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The call center is rife with changing workloads and fluctuating staffing needs. When it comes to properly running a call center, there are many variables to consider that aren’t exclusive to agent availability and accurately predicting call volume. There are skill sets to keep in mind, what kind of calls you’ll receive and when, customer initiatives, response time, call quality and so on. That’s where a proper software solution can help matters plenty.

Recent reports tell us that law firm Groenewald Lubbe Attorneys out of South Africa recently increased call volume for its 150-person call center, and even boosted volume per agent by 40 percent, thanks to the installation of a call center software solution. 

Using two separate solutions in tandem, the law firm has been able to boast efficiencies and bring down communications costs for joint clients.

A strong call center management tool blends all of the functions of the call center, including call recording, workforce management, performance management and e-learning functionality, together. It is designed to help call center managers forecast and schedule agents and measure and analyze their performance, and all of this information can be obtained in real-time.

Reports allow managers and agents see how the department is performing and how their efforts affect the entire call center operation.

The goal is to also use predictive dialing down the road.

Predictive dialers can help boost agent motivation. It offers them the ability to call the right people at the right time, thus enabling them to provide better customer service and be more professional. With predictive dialers, call center agents can reach out to more customers, thus helping to generate more sales each day.

“The company believes that once the full power of the predictive dialing solution is implemented, it will be well-positioned to further increase its revenue, with the company expecting to add a further 50 seats to its call center in the foreseeable future,” notes a report via IT Online from South Africa.