December 04, 2012
TCN Releases New Efficiency Tools in Agent Allocation and Calling Campaigns
By Shankar Pandiath
TCN, a hosted call center provider, recently announced the release of new competency tools and features to its call center, ensuring improved efficiency in agent allocation and calling campaigns. Keeping up with its tradition of providing reliable and consistent value and service excellence through innovation, TCN released a gamut of exciting features to increase the efficiency and productivity of its call center.
Particularly designed to maximize efficiency, TCN introduces Campaign Linking, which takes out the hassle and risk of ‘guesswork’ in setting up outbound calling campaigns, assuring there is no downtime between each. At the same time, the agents retain their productivity and efficiency as they can seamlessly shift from the end of one outbound calling campaign to the beginning of the next, eliminating any time lost in scheduling resets, and reallocation of resources.
Utilizing the power of Campaign Linking, the call center managers can concentrate more on evaluating overall performance of the agents, ensuring enhanced efficiency, instead of wasting their time and effort only in scheduling changes.
Terrel Bird, chief executive officer of TCN Inc., said that by deploying the new Campaign Linking feature, a call center agency, which runs five outbound campaigns daily with 35 agents, can actually eliminate above 20 lost FTE hours per day.
Another key efficiency feature introduced by TCN is the Dashboard, embedded with actionable and readily accessible performance indicators. This new feature provides 10 real-time call center statistics to the managers to help them quickly and clearly identify in which areas the productivity bottlenecks are actually occurring. Relevant and powerful information are readily available just at a glance, with the ongoing live status updates about performance measurement and evaluation. Historical contexts provided by TCN’s Dashboard allows the managers to identify the unparalleled opportunities that can improve the efficiency of the call center, providing the supervisors a deep insight into how to make prompt decisions regarding the next actionable program, which is essential not only to meet the desired deliverables, but also to exceed them beyond expectations.
Real Time Monitoring is another key feature, which provides a potent and efficient suite of high-performance call center management tools into the hands of the managers and supervisors. This feature helps them regularly assess the skills of the agents, matching these with the necessary requirement parameters of particular inbound and outbound calling campaigns. With just a glance, the entire call flow of the agency can be viewed, delivering unprecedented opportunities to allocate the right agent resources to the right demands of every calling campaign.
“Sometimes we surprise ourselves with the enhanced features we are developing for our clients,” says Bird. “These releases, available in real-time from the cloud at no extra charge, will drive call center productivity to heights beyond even our own expectations.”
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Edited by Brooke Neuman