TCN has added several new features to its call center offering to increase agent efficiency.
Campaign Linking is a tool for scheduling outbound calling campaigns. Agents remain productive as they seamlessly move from the end of one campaign to the start of the next, eliminating time lost to schedule resets, and reallocation of focus and resources. And managers stay fixated on evaluating and improving overall performance instead of schedule changes.
According to TCN CEO Terrel Bird, one agency running five daily daily campaigns with 35 agents could eliminate more than 20 lost hours each day.
Performance indicators embedded in TCN's Dashboard provide 10 real-time call center statistics for managers to see where productivity bottlenecks are occurring. Also included are ongoing live status updates and historical context.
Real Time Monitoring puts a suite of call center management tools into the hands of supervisors and managers to assess agent skills and then match them to the requirements of specific outbound and inbound calling campaigns. With one look the entire agency's call flow can be viewed.
"Sometimes we surprise ourselves with the enhanced features we are developing for our clients," Bird said in a statement. "These releases, available in real-time from the cloud at no extra charge, will drive call center productivity to heights beyond even our own lofty expectations."