Agents

The best combination of staff and technology within a contact center enables agents to answer customer calls quickly and have the skills and tools needed to resolve any issues before hanging up the phone.

Unfortunately this ideal scenario does not always play out so well in the real world.  Often times under-skilled agents and underperforming technology cause performance bottlenecks that lower a contact center’s overall customer service capabilities.  Having real-time visibility into the inner workings of the contact center operation can greatly help organisations sustain their high levels of service by knowing when and what changes to staffing levels and technical modifications when they are needed.

At any moment, Teleopti Pro gives managers a real-time picture of the traffic load on the telephony system. Information about responses to incoming calls is collected, and based on this information, the business can find the right balance of agents and equipment to deploy.

Direct follow-up of own work on the web

Teleopti Pro is the eyes and ears for the contact center – in terms of agents, managers and controllers.  The user friendly tool allows agents to monitor their own call activity, gives manager an overview of all call activity, and enables the controller to identify and follow-up on important trends.

Not only does this help to optimise performance, but it also gives management the insight they need into what may be causing performance degradation in the contact center, for example.  Controllers, for instance, have visibility into what is going right and what is going wrong and can easily detect system or process breakdowns and work to remedy them.  Teleopti Pro shows what has actually happened, protecting the agent and/or the customer when discrepancies occur.  

Response quality is clearly shown

For each day and every agent, Teleopti Pro monitors total calls, waiting time and handling time for all incoming numbers and switchboards. In addition, the highly intuitive system can detect deficient sound quality. These reports are available at any time to agents and managers and offer critical system and staff performance information so service breakdowns can be alerted and handled appropriately.

Teleopti Pro also evaluates network quality and network capacity in relation to how fast calls are handled.  These statistics and other information are retrieved automatically from the phone directories.  In turn, this intelligence helps the contact center understand overall call response quality so necessary improvements can be made.

Compare ‘today and last year’

A business and its customer base are constantly evolving and so is the activity within its contact center.  It is therefore important to be able to monitor all telephony expenditures and activity from day to day and from year to year.  Teleopti Pro and our annual service help businesses accomplish this, quickly and easily.

By arming controllers with this intelligence, it becomes easier to make accurate and performance-enhancing decisions regarding staffing levels and telephony capacity.
The system and our service facilitate annual reviews – your actual figures are compared with figures from previous years and with those from other companies. The result is a documented programme with proposals for appropriate improvements.