People - Involve & Empower
Involve agents in the process
Teleopti CCC has always involved the agents in the scheduling process; with Teleopti CCC this doesn't stop. Teleopti CCC has tools to make it easy for agents to preference shifts and enter holiday requests. Each agent can also request a personal work schedule, which suits their lifestyle!
When scheduling, Teleopti CCC takes the agents’ preferences into consideration wherever possible within the framework of target service levels set by you. If everyone’s preferences cannot be accommodated, the less popular shifts are distributed fairly among the agents. This gives the agents a sense of participating in the process and that they are better able to balance their work with their private life. It leads to greater involvement, fewer sick days, and lower staff turnover.
Allow your agents to stay informed by using the new Individual Agent Scorecards. The scorecards and management defined KPI's will help drive performance within the contact centre. In the new Agent Scorecard solution the KPI's can be tailored to suit each agents need for improvement, helping each agent improve at the rate suited to them and the business.
