Centre

Contact Centre Agent

VIA's experience with contact centre agents

Contact Centre Agents typically work within busy and noisy environments. As well as taking calls they are expected update customer records, provide advice or transfer calls to other departments.

Skype for Business is very user-friendly and transferring calls takes only a few clicks. There’s no need to remember extension numbers and with the growth of virtual contact centres, VIA Contact Centre enables agents to work from any location seamlessly.

VIA recommends a wireless DECT headset. This removes unnecessary clutter and cables on desks and allows contact centre agents to get up and walk around freely if they need to ask a question or get a quick drink. A noise cancelling microphone is a must for blocking out unwanted background noise.

Device recommendations:

Wireless DECT headset

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