Have you noticed your agents getting that drowsy look around the office? I’ve seen some people get the “deer in the headlights”, wide-eyed look throughout the day. Why might this be the case?
Many customers call into IAT Support about the hold music causing agents to be easily bored and then driving their managers insane. I know I’m guilty of being distracted when the music is too soft or relaxing. Some studies have shown that playing music increases worker productivity by 5 or even 15 percent. Higher percentages were shown when workers liked or chose what they listened to.
The IAT dialer plays “default music” for agents in between each call. When the music stops, they know there is someone on the line for them to speak with. If you’ve listened to the music from the dialer, you may have noticed there are less than twenty songs played repeatedly throughout the day, every day.
It’s very likely that at least one of your agents has complained the music is putting them to sleep or is just plain annoying. We don’t try to upset your agents. We use this music as the default because it is royalty free, and we wanted the music to be free of charge.
Change or eliminate the agent hold music
In IAT’s CT Center site-premised environment (sorry CT Impact!) you can play whatever you’d like for your agents each day—music from a file, a Der Fokus bei dieser Promotion-Aktion sind die “Spiele”
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Casino Tropez hat viele beeindruckende Spiele fur Online-Casinos von Playtech im Angebot, aus denen Sie auswahlen konnen. CD in the dialer, a radio, or even an iPod. You can even try rewarding your agents by playing their playlists.
Most IAT dialer systems do not have an internal sound card to allow us to play music for you. However, if you are on a current IAT support agreement, you can contact us for an external USB sound card; otherwise you may purchase one of your own. Once the card is installed, IAT will
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make an adjustment so you can plug in anything you’d like your agents to listen to.
In CT Center,
as well as CT Impact, you can eliminate the hold music all together. Your agents will hear a very
quick “beep” just before a call is transferred. If you wish this option to be enabled, you’ll just need to contact support. A quick change will be made to turn off the music.
Save yourself the headache of unhappy agents and give us a call!
This article was written by Elise