By deploying the Knowlagent’s RightTime intraday management technology at its contact centers, Rogers Communication hopes to deliver more training, coaching, communications, and other performance improvement activities to agents during agent downtime.
RightTime call center solution improves a call center agents’ efficiency by shifting shrinkage attributed to off-phone activities such as administrative tasks, review of key updates and policies, one-on-one coaching, ongoing training and more.
According to Knowlagent, the RightTime engine integrates in real time with the Automated Call Distribution (ACD) and Workforce Management systems to find the right time to deliver sessions to the agent without negatively impacting service levels. These integrations ensure that sessions are only delivered during downtimes in call volume. If a Knowlagent Session is preempted, the Predictive Learning (patent pending) algorithm watches the ACD and finds the right time to redeliver.
The solution’s special feature is to enable telecommunication companies to seamlessly communicate time-sensitive and often complex information to their agents effectively so that customers receive the highest quality service. Agents are furnished with essential information without any hindrances to services levels and companies need not bear any additional headcount costs of scheduling these updates to occur in shrinkage.
After a successful deployment in one of its sites in Ottawa, Rogers has moved forward with rolling out the technology across all of its contact centers. Within a short period, it reportedly realized increased speed and efficiency of training delivery which in turn affected its first call resolution (FCR) significantly. Rogers was also able to increase throughput of training delivery by 400 percent, compared to manually scheduled sessions.
“Rogers Communications (News - Alert) is known for innovating to meet its customers’ needs. Making use of previously unproductive idle time to focus on improving customer experience gives the company a sustainable engine for maintaining its edge in the quality of care delivered by its call center agents,” said Matt McConnell, chief executive officer for Knowlagent, in a press release.
Edited by Juliana Kenny