Contact Center Solutions Featured Article

Permanent General Companies Picks Knowlagent's RightTime Intraday Management Technology

September 21, 2012

Permanent General Companies (PGC), a specialty auto insurance provider, recently deployed Knowlagent's RightTime Intraday Management Technology to enhance its contact center productivity.

Officials at PGC picked the RightTime solution to convert unproductive idle time into a resource used for delivering training and improving the operational efficiencies of its contact center operations, as well as its training department.

The new deployment helps the insurance provider to deliver training materials on time and communicate other pertinent information to its agents while maintaining service-level commitments.

The company’s use of this intraday management solution allows its call center to find extra time to train agents without negatively affecting service levels or incurring the additional headcount costs of scheduling these updates.

 “Our call center was already highly optimized, so we were concerned that we would not find any extra time or that agents would feel as if they never had any breathing time in between calls,” said Allison Garretson, vice president of operations at Permanent General Companies. “However, with RightTime delivery, we’ve been able to deliver 2.5 hours of training per agent per month in addition to what we were providing previously. And, our agents really enjoy the training breaks as opposed to sitting idle waiting for the next call. Knowlagent’s RightTime technology allows us to provide the training our representatives need to be better prepared to service customers.”

The usage of the new solution is also allowing trainers to spend more time developing creative content to be delivered to agents’ desktops as opposed to spending time coordinating and leading live, in-classroom training.

“The team at Permanent General Companies has been able to improve overall productivity of their contact center and concurrently strengthen the foundation of their training program through their use of Knowlagent’s RightTime solution,” said Matt McConnell, chief executive officer for Knowlagent. “We are pleased to partner with PGC and help the team find additional areas for productivity improvements.”

The deployment allows supervisors and lead agents to increase the overall engagement with the company’s call center learning initiatives.

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Edited by Braden Becker

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