TCN Adds Innovative Tools to Enhance Call Center Efficiency
December 04, 2012
TCN Inc. has announced the release of exciting new features in campaign linking that takes the guesswork out of scheduling outbound calling campaigns, ensuring no downtime. These new features display a company’s commitment to offer consistent value to its customers through innovation. Campaign Linking is designed to enhance call center efficiency.
It helps call center representatives be productive as they seamlessly move from the end of one campaign to the start of the next, eliminating time used to schedule resets. Additionally, it also enables managers to keep an eye on the whole campaign. It helps managers to stay fixated on evaluating and improving overall performance, instead of schedule changes. Terrel Bird, CEO of TCN Inc. said, “In one instance, an agency running five daily campaigns with 35 agents is able to eliminate more than 20 lost FTE hours each day.”
TCN’s Dashboard is an accessible and actionable performance indicator. It presents 10 real-time call center statistics for managers to clearly and quickly see where productivity bottlenecks are occurring. It offers managers live status updates and historical context allows for an unprecedented opportunity to improve call center efficiency. So it allows them to make quick decisions about the next actionable step needed to not only get desired outcomes, but exceed them.
Real Time Monitoring is a great tool for supervisors and managers to measure call center representative’s skills and match them to the requirements of specific outbound and inbound calling campaigns“Sometimes we surprise ourselves with the enhanced features we are developing for our clients,” says in a statement CEO 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 lofty expectations.”
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Edited by Brooke Neuman