Agent Assure is a new tool that helps call center managers and IT support teams troubleshoot internet connectivity and call quality issues for work-from-home agents.
Agent Assure is here!
Are you tired of constantly dealing with poor call quality and connectivity issues with your work from home agents?
We have some great news for you – Agent Assure is coming soon! This innovative tool offers a simple and non-intrusive way for you to gain the insights you need to ensure that your agents have the best possible environment for conducting voice calls over the internet.
As a call center manager or IT support team member, you know firsthand the frustration of constantly dealing with poor call quality and connectivity issues with your work from home agents. Not only does it impact the efficiency of your team, but it also has the potential to negatively impact the customer experience. When an agent is unable to connect to a customer or the call quality is poor, it can lead to missed calls and unhappy customers, potentially resulting in churn and a damaged reputation for your company.
With Agent Assure, your agents can easily run a test locally on their machines to identify any potential issues with their home networks. The clear and actionable recommendations provided by Agent Assure will save you time and effort spent on troubleshooting, allowing you to focus on other tasks and provide better service to your company and customers.
The testing process is simple: Agents can start the test by clicking on a link in an auto-generated email invite from IT support. The tests are quick and easy to repeat, with the results available to both the agent and IT support. This speeds up testing and access to results, reducing average handling times and mean time to resolution, ultimately increasing customer satisfaction.
Agent Assure offers a range of powerful features, including:
- Zero installation
- No complicated onboarding required
- One-click test execution
- Clear visual test results
- Guidance for troubleshooting issues
- Quick validation of agents’ ability to conduct quality calls from their home environments
- Option to add your own branding
- Self-service simplicity for agents working from home
Every test your agent runs provides immediate insights with understandable, actionable guidance. Results include plain language suggestions for troubleshooting, allowing agents to resolve issues without the need for specialist knowledge or training. Once agents have followed the Agent Assure test suggestions, they can easily rerun their tests until IT support is satisfied that the issue has been resolved.
The remote work landscape doesn’t have to be uncertain. With Agent Assure test results and guidance, home working environments can be as transparent and manageable as on-site counterparts.
Giving agents the ability to run their own diagnosis and triage solution is empowering and gives them confidence in their ability to support customer needs from their home working environment. This peace of mind also allows you to focus on other tasks, knowing that your customers are receiving the best possible service regardless of where your agents are located.
Don’t let poor network connections disrupt your work from home agents’ ability to effectively carry out their function and negatively impact the customer experience. Keep an eye out for the upcoming release of Agent Assure and give it a try – we’re confident it will make a big difference in the success of your call center operations and customer satisfaction.
Don’t wait any longer to revolutionize your remote call center operations! Book your demo now and get ready to take your customer experience to the next level!
Oh, and by the way, we’re playing around with ChatGPT (like everyone else). In this specific post, my new best friend ChatGPT helped a wee bit 🥸
New to Spearline?
Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and fax services. Our latest WebRTC products offer testing, monitoring and support for web-based communications.
We work globally across business sectors, supporting contact centers, conferencing services, and more to successfully connect with their customers and employees. For further information, or if you have any further questions please get in touch.