Web Agent: 7 Answering Service Software Features for Efficient Call-Handling
“How do I increase efficiency in my answering service?” is a common question for call answering service owners. A robust and modern software system is a must for efficient call-handling. When it comes to your current call-handling system, do your agents consider it a hindrance or a benefit to their productivity?
You’ll find that Amtelco’s software is specifically developed to fit the needs of answering services. Our software solutions include various features to help your agents facilitate handling of calls and messages. Compatible with most modern web browsers, our web-based remote agent software, can turn any personal computer into a professional agent workstation, accessible via the Internet or your organization’s intranet.
The following tools are available in the Web Agent work area to assist your agents with processing calls and messages accurately and efficiently:
- IS Message Center
- IS Message Script
- Dispatch List
- Call Log
- Info Pages
IS Message Center
Messages taken for each client can be viewed and managed in the IS Message Center. The components of the IS Message Center include a messages list, pane, and toolbar.
The messages list displays a variety of information (dispatch status, priority, delivery status, subject, date and time, and agent initials) for each message taken for the client account. Icons are displayed by the message subject to indicate various attributions at a quick glance:
- A closed envelope icon indicates a message that has not been marked delivered.
- An open envelope icon indicates a message that has been marked delivered.
- The exclamation mark icon indicates a message that is urgent.
- A dispatch icon indicates a message that has a dispatch job associated with it.
- The options available in the toolbar enable agents to efficiently manage messages.
IS Message Script
Agents are guided through the steps of taking messages for clients utilizing the IS Message Script. The scripts can be customized for each client account using Amtelco’s IS Supervisor application. The options and information available in a script can vary for each client.
Scripts may contain multiple fields for entering information. Fields are labeled with an agent prompt and the active field of the script is highlighted to assist the agent through the call.
Required fields can be specified in the script so all information that’s needed is obtained from the caller. Information must be entered into these fields before can navigate to subsequent pages of the script. When a field is required, the helpful phrase “A value is required” is displayed in red text below the field when trying to navigate away from the field without entering information.
Dispatch jobs and their associated messages are viewable in the Dispatch List. Intelligent Dispatching automatically compiles messages into an Intelligent Dispatching List.
The toolbar located in the Dispatch List enables agents to view the number of urgent jobs, the number of expired jobs, and the total number of jobs. Options are also available to filter for specific jobs, resume dispatch jobs, and access the Dispatch Board for a specific job.
The Dispatch Board is an interactive display to view dispatch progress for Auto Dispatch jobs. Auto Dispatch jobs are marked in the Dispatch List with a group icon. The Dispatch Board can be used to:
- View dispatch progress for each contact.
- Dial Phone Contact Methods and record the results.
- Handle failed notification attempts.
A progress bar displays information about how many contacts were reached, how many failed, how many are still in progress, and how many need agent involvement.
The Directory stores contact information and can be used to take messages for the contacts and resources listed. The screen displays all directory information for the selected contact. The directory toolbar is used to search directories, add and edit listings, copy listings, and navigate through pages of listings.
Utilizing the Oncall feature, agents can search for and view information about on-call schedules, roles, and contacts. Contacts can be assigned to on-call shifts and to override existing on-call shift assignments.
The OnCall Schedule screen includes an OnCall Toolbar, OnCall Calendar, and Default Schedule for the selected client.
A list of available on-call schedules is displayed on the Schedule Selection screen.
The Schedule toolbar allows users to add, copy, and delete shifts, assign and release resources, override shift assignments, select different views of the schedule, search shifts, and add comments to the on-call schedule.
A calendar is displayed on the Schedule page with information about shifts by color-coding the date.
On-call information can be displayed by day, week, or month views.
Call logs can be viewed and recorded calls can be played by accessing the Call Log. Calls can be searched for by various criteria (date and time, client number, agent name, billing code, caller phone number, caller name, station number, and station type). Call recordings can be played through your computer speakers or headphones.
Info Pages are customized HTML pages that are used to display facts about clients you’re your agents connect to calls. Multiple Info Pages can be created for a client using the IS Supervisor application. If configured, agents can also dial a pre-configured phone number from the Info Page.