Vivint, a home automation services company in North America, has recently deployed Knowlagent’s RightTime technology to enhance the company’s productivity and customer service.
Knowlagent’s RightTime is specifically built for call centers to help agents in improving their 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– at the same time as improving the call center metrics.
This robust technology is helping Vivint’s communications and coaching agents to manage the company’s various product offerings and rapid release schedule, at the same time maintaining service level commitments and without the need to incur additional headcount.
“Before using RightTime, it was extremely difficult for us to deliver the amount of training and coaching our agents require to provide our customer base with the highest level of service,” said Tim Izatt, Vivint’s director of customer service. “Now, because RightTime is able to dynamically respond to call volume, we are able to use what was unproductive time between customer calls to provide agents with the information they need to be more effective. The level of content we are able to deliver to agents is more in line with the complexity of our products, which ultimately translates to more efficient and higher quality customer interactions.”
The new deployment is helping the Vivint to provide 2,400 training and coaching sessions to 400 agents, with each agent receiving six sessions in five days and all these activities are happening during the idle time.
Matt McConnell, Knowlagent’s chief executive officer said that the RightTime solution transforms fragmented and unusable idle time and turns it into larger blocks of time that give contact centers the opportunity to develop agent performance without compromising service levels.
“We are excited to partner with Vivint to help them equip their agents with the knowledge and skills they need to deliver the absolute highest level of customer service,” McConnell added.
Edited by Rachel Ramsey