Contact Center Solutions Featured Article

Intradiem's Intraday Task Management Platform Optimizes Agent Idle Time

February 27, 2013

Even in call centers, often depicted as hubs of buzzing activity that never appears to cease, agents definitely have some time on their hands between customer interactions. If only this ‘idle agent time’ can be converted to the call center’s advantage, things would indeed start looking up.

But is this practically possible? Can idle time be converted into ‘active time’ without affecting normal services? Apparently Intradiem believes this can be done by using its intraday task management patented technology.

Intradiem’s management platform allows companies to identify pockets of idle time and then directs agents with available time to tackle back-office work that just seems to pile up. With its advanced scheduling capabilities, Intradiem increases the efficiency and profitability of its clients.

“Research shows that the average contact center agent spends 11 percent of his or her day available and unproductive, waiting for the next call,” said Matt McConnell, CEO at Intradiem.

That’s not all. Companies operating both contact centers and back-office operations typically incur expenditures in both organizations, but with the Intraday platform, which helps push back office jobs right on to the agent desktop, back office expenses can be curtailed.

And as ACD metrics are monitored continuously, service levels don’t suffer.

Even more importantly, as the Intraday technology responds to changes in call volume, the increments of idle time that it converts into active time correspondingly changes. Thus, if the call volume decreases, agent productive time increases, and if call volumes increase, the amount of active time aggregated also changes.

The dynamic nature of the technology ensures that productive time is optimized.

In essence, Intradiem claims that with the Intraday technology, contact center agent utilization increases, clients get more work done with their existing staff, work variety increases and call center agent satisfaction improves.

An Intradiem client and insurance agency that deployed this capability, Focus Services claimed an improvement in margins, as well as in customer satisfaction.

Intradiem, a provider of intraday management solutions for contact centers, integrated with Aspect (News - Alert) Software's workforce optimization platform to aggregate collective idle time and enable agents to participate in activities designed to improve their performance during this period.




Edited by Braden Becker

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