WE ARE LEADING SUPPORTING FIRM
Contact Centers primarily thrive on the performance of the Agents. Agents spend most of their time either answering the inbound calls or making outbound calls. It is very important to manage the Agent’s off-phone time. Managers should be aware why the Agents are not available to pick the calls in the Queue and if they are involved in ACW (After Call Work) precisely what sort of activity the Agent is involved with. The Agents along with answering calls have to do other related work like filling in wrap-up codes, completing call log, recording customer history, aux code work, etc.,
When saying this, it also becomes of importance that how long an Agent takes for such proactive production activities. Definitely a considerable slice of Agent’s time will be taken for this but smart solutions like mConnect Aux codes make the process easier and simpler so that the Agent completes his aux codes effectually and within less time.
projects, emails, manual processes, etc.,
meetings, training, coaching, etc.,
tea-breaks, lunch breaks, etc.,