How Talygen’s WFH Monitoring Software Can Be Used in Call Centers
Wednesday, July 12, 2023 | Work From Home Software
Consumers expect timely customer service and prefer speaking to live customer support agents to help them resolve their issues. This is why, even as artificial intelligence progresses, there is still a need for call centers. Call center positions can be an excellent option for remote workers. However, some call center managers may find monitoring staff and ensuring they complete their required tasks challenging. Call center managers can resolve this issue using WFH monitoring software from a reputable provider such as Talygen. The benefits call centers can gain from remote work monitoring software will be explained below:
1. Track Employee Activity
Call center managers should invest in an efficient remote work tracking solution to measure agents’ time and productivity. Software solutions like Talygen include a time tracker and screenshot tracker. The time tracker can calculate how long users can complete tasks and any idle time. Talygen’s time tracker allows users to designate whether or not time worked was billable. The time tracker collects data into timesheets, which management can approve to ensure accurate salaries. Managers can flag any time tracking data they feel is inaccurate. The screenshot tracker can see what websites employees have visited during working hours. Therefore, managers can see if support agents could have been more productive during working hours.
2. Includes Cloud-Based Document Storage
Talygen's WFH monitoring software includes a cloud-based document storage system. The document storage system allows managers to send important files and documents to support agents working remotely without emailing them. The system is highly secure, so sensitive information can be shared without issues.
3. Includes CRM Integration
Talygen also includes a customer relationship management (CRM) system. Support agents have quick and easy access to customer information via the CRM system. The CRM contains customer details such as contact information. The data can be updated at any time.
4. Includes Unified Communication Measures
Talygen's remote work tracking software includes various unified communication methods. These communication methods include phone calls, video conferencing, and instant messaging. Support agents can use these unified communication methods to communicate with co-workers or give customers information after calling in. Having omnichannel support makes it easier for customers to reach out to the call center.
5. Easily Hire New Agents
Talygen's WFH monitoring software also includes a hiring module. Hiring managers can use this module to create open positions for new support agents and post them on popular job-searching websites. Applicants can then easily upload their resumes or other important documents. Hiring managers can then use this information to schedule interviews and select the applicants chosen for the open positions. Using Talygen’s hiring module, call centers can make the hiring process go much faster.
6. Includes an Innovative Client Portal
Talygen's remote work tracking software also includes a client portal to help improve call centers’ customer service efforts. The client portal contains features such as knowledge-based articles. Customers can view these articles before calling a support agent to see if the article provides them with answers to their questions. The client portal also gives customers access to features such as the document storage system and unified communication platforms. Clients can also send in help request tickets. Once the support agents have received the ticket request, they will contact the customer.
7. Allows Employees to Request Time Off
Call center agents can also request paid time off using Talygen's WFH monitoring software. Users can designate the days or hours they are taking off and the type of leave through the leave management module. These leaves include sick days, vacations, and maternity/paternity leave. After a request has been submitted, management can review and approve it.
Talygen's remote work tracking software is a helpful resource for call centers. Managers can track employee activity using the time tracker and screenshot tracker. Other valuable features of Talygen’s WFH monitoring software that call centers can utilize include:
- Cloud-based document storage
- CRM integration
- Unified communication methods
- A hiring portal
- A client portal
- A leave management feature
About Talygen
Talygen has been a leading provider of business automation solutions since 2009. Talygen has served clients of all sizes and industries from across the globe. To learn more about Talygen's remote work monitoring software, visit www.talygen.com to view product packages and sign up for a free trial.
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Monday, March 26, 2018
Why Your Business Needs To Invest in a Project Management Software?
Sunday, March 18, 2018 Feb
2017
2016
2015
Oct
Sep
Aug
Why Do You Need the Talygen Time Tracker?
Tuesday, August 25, 2015
Five Features that Will Make Managers Love Talygen
Wednesday, August 12, 2015 Jul
Jun
May
Apr
Mar
2014
Dec
CES Series: Talygen to showcase the Future of Business at CES 2015
Tuesday, December 30, 2014
CES Series: 2014 was a blast, so will 2015 Be!
Thursday, December 25, 2014 Oct
Sep
Introduction to Talygen’s offline Time Tracking Application
Tuesday, September 30, 2014
Tips and ideas for successful project management
Wednesday, September 24, 2014
Smarten up your Project Management with Talygen
Tuesday, September 16, 2014
Why should businesses use an invoicing software?
Wednesday, September 10, 2014
Why Worker Productivity Matters and How to Improve it
Thursday, September 04, 2014 Aug
