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Industry Research : Monitoring Agents

The following content is an excerpt from ContactCenterWorld.com's 2005 Benchmarking Study. For details on our new Volume 1 Global Benchmarking Study, please follow this link

In today’s modern, state of the art contact center there are a multitude of technologies to help monitor agents. There are also a number of different strategies to use.

The days of the supervisor and/or trainer sitting in a cubical somewhere in the center just listening to calls and rating agents is not quite over yet despite the technological advancements.



Technology allows the supervisor/trainer to monitor agents from their own workstation or from thousands of miles away. Real time analytics brings real time data that can also be interpreted by sophisticated technology to alert supervisors of situations where customers may be getting upset – this whilst the call is taking place and the customer can be saved.

It’s important to know if they’re sticking to the script, complying with your standards, using rebuttals appropriately, etc. However, there’s a lot more information you need to know in order to maximize the success of your calls. From Call Monitoring: Are You Getting What You Paid For?

In our study 72.2% of respondents use remote listening to monitor agents.

Side by side coaching, if correctly done, can be extremely beneficial. It can however also do harm if the coach is poorly trained and is seen to always select the same agents for monitoring. There are many professional coaches in the industry who understand the fine balance between conducting a good or bad coaching session.

Only 49.3% of the respondents use some form of digital voice and/or screen recording.

We were surprised to see that 8.3% of respondents do not monitor agents. If you consider the average agent handles 77 calls a day, then there is a significant amount of customer interactions that may result in the customer defecting and the contact center may never know unless they do some form of monitoring.

Excerpt taken from the 2005 Benchmarking Study © ContactCenterWorld.com All rights reserved. For more information on our new Volume 1 Global Benchmarking Study, please follow this link

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, January 8, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

3.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

4.) 
Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

5.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

6.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

7.) 
WorkGenda

WorkGenda
WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
(read more)
 

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