Screen Pop Up for Call Center Agents

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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?

Lower average call length

Predictive dialers eliminate the need for manual dialing, which allows agents to focus. Call center agents tend to waste a lot of time in confirming caller details like their account numbers. These interactions can take up to 20 seconds. While that may not sound significant, that builds up into a lot of wasted time over the course of the day. Screen pop-ups eliminate wasted time by providing the agents with important details about their call.o calls. This allows agents to answer or make many more calls in the same time frame, not only increasing agent productivity but call center productivity as a whole.

More personalized customer experience

With the information that agents receive using call screen pop ups, they can personalize the callers’ experience. Useful tidbits of information about the callers preferences can help make their interaction more pleasant and fruitful. This, in addition to lower call lengths, helps improve customers' perception of your brand and is a factor in how they gauge your customer experience.

Improved customer satisfaction

Long call handle times, having to explain one’s issue repeatedly to multiple agents are a few issues that negatively impact customer satisfaction. Screen pop ups help neutralize factors and interactions which leave customers dissatisfied and helps your business perform better on customer satisfaction surveys.

Better agent performance

Good solutions help your agents deliver better service. When agents are provided with the right tools, their productivity improves as does their dedication to the job. Screen pop ups can help in customer as well as employee retention.

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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Voxco Call Center Telephony Solutions

Get a highly productive calling environment with Voxco! Whether its a cell center or telephony based survey research studies – our suite of telephony solutions will be able to cater to your requirements perfectly.

Voxco CATI

CATI software (Computer Assisted Telephone Interviewing) has been a mainstay for conducting large scale research studies for quite a while now. Take advantage of screen pop ups as you conduct CATI interviews and calls.

Voxco IVR

Our class leading IVR software  (Interactive Voice Response) gives contact centers and researchers a cost effective way to distribute self complete surveys and automated pre recorded messages to a large target audience.

Automatic Call Distributor (ACD)

Maximize call center productivity with an automatic call distribution system that directs callers only to those agents who are most qualified to deal with their issues. It can also integrate with Voxco’s IVR and CATI tools to help maximize call center productivity.

Virtual Call Center Software

Beat the limitations of a regular call center! Empower your agents to work from anywhere with a complete virtual call center solution. Improve agent satisfaction and retention rates with Voxco!

Voxco TCPA

Help your call center comply with federal regulations with Voxco TCPA! Our TCPA connect offers unique manual dialing modes which are tailored to your contact centers’ requirements. Maintain productivity via a vast suite of call monitoring tools. 

Analytics

Convert customer data into insights! Use Voxco’s analytics tools to uncover insights from your collected data and create custom reports for key stakeholders.

Switch to Voxco Telephony System to improve your Call Center Productivity by 40% or more 

Voxco CATI

Powerful phone survey software with advanced telephony features for contact centers of call centers of all sizes

Voxco IVR

Automated interactive voice response survey software with auto call detector, advanced call routing system & manual TCPA compliance.

Voxco Dialer

Power, Predictive, Preview and Hybrid modes. Tailor your dialling method to each project.

Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.

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.

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Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries