To ensure that our call center operators and BPO teams are
maximizing value for our clients, we have implemented key
support and tracking tools.
A full-featured and fully customizable Automatic Call Distribution
(ACD) system efficiently utilizes agents’ time by
connecting callers to agents with the necessary expertise
and are available to address callers at the earliest opportunity.
The ACD can also be customized to match our clients’
desired load distribution strategy.
During a call, our agents are assisted by powerful Graphic
User Interfaces (GUIs) allowing instantaneous access to
pertinent information. Our real-time monitoring system also
allows supervisors to listen and coach agents. Calls can
be selectively or randomly recorded for later analysis or
for call quality assurance.
All of the events transpiring during the call are placed
into our database where reports can be quickly generated
and provided to clients, allowing effective monitoring of
agents’ and/or a campaign’s performance.
