Screen Pop Up for Call Center Agents

Market research 04 12

What is a screen pop up?

Screen pop up, often known as call pop up is a feature offered in call center telephony solutions in which a screen “pops up” when an agent connects with a call. It is an essential feature in improving call center productivity by increasing call handling efficiency, speed up caller interactions. Screen pop-ups also help agents in personalizing their callers’ experience.

What are the advantages of a screen pop up?

How does a screen pop up work?

Typically a screen pop up is part of a larger telephony solution. Modern Call center telephony solutions like Voxco’s IVR survey software and CATI software allow companies to customize their screen pop ups. Data from call pop ups can be pulled from public directories, or your company’s own database. This information can include

  • Callers’ name
  • Email address
  • Employer
  • Job title
  • Home address
  • Previously shared preferences which were collected via IVR tools

It is advised that businesses maintain extensive records of customer calls and interactions. This provides your agents with detailed information when they receive calls, allowing them to personalize the callers’ experience.

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Screen Pop up FAQs

No. Screen pop ups are an extremely easy to use feature with Voxco’s omnichannel platform.

Call pop up software is included in Voxco’s suite of telephony software solutions and does not need to be purchased separately.

While conducting CATI surveys, your interviewers (Agents) are provided with a questionnaire. Screen pop ups can inform the interviewer about their respondent and of any changes in the survey (yes Voxco let’s you make changes to your survey in real time!). Pop ups can also be used by supervisors to see how multiple interviewers are progressing with their surveys.

Any data that is relevant for the agent can be made to show up. Common examples include 

  • Callers’ name
  • Email address
  • Employer
  • Job title
  • Home address

Screen pops help agents personalize their conversations better. Better quality conversations lead to higher customer satisfaction, more sales & engaged agents. It’s a win-win for call centers.

Hindol Basu 
GM, Voxco Intelligence

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