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- Monitoring
- Coverage
- 2-3 calls per agent per day
(i.e. 12-15 calls per week)
- Measure
- Accuracy and Quality Scores
- Auto fail categories
- Tools
- Nice Recordings
- Live Avaya Monitoring
- MIP PROCESS
- Basis
- Accuracy and Quality Scores
- Floor observations
- Client Observations
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- Get a consistent and accurate monitoring score
- Get meaningful sample size more representative of agent performance
- Higher probability of getting a variety of calls
- Fairer and just way of grading performance
- Weed out non performers
- Full Suite of call center infrastructure and technology in place
- Capable of live call transfer
- End-to-end solutions and complete ownership of processes and technologies
- Custom Fit to your business processes
- Significant cost savings, improved process management and enhanced profits
- Speedy deployment
- Strong domain and industry knowledge
- Good track record
- Advanced automatic call distribution system
- Computer telephony integration
- Interactive voice response services
- Predictive Dialers
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- IP Based communication technology
- IPLC / VOIP connectivity
- Automated fax
- Automated voice recording
- Technology Capabilities
- Rep Desktops
- Pentium 4 Desktops with Flat Screen Monitors
- OS - Microsoft XP with necessary software
- Servers
- Sun Enterprise Servers
- Windows NT Servers
- HP Server - dialer
- Call critical functions - UNIX mux created by windows
- Switches Telephony
- Avaya Switches with Router Capability
- MUX
- Alcatel 7270
- Clarent mux
- Telephony Servers
- Avaya GSI
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For Business Enquiry Contact:
Dominic Driver
Sr. Business Development Manager
Ph: 03 9014 1454
Email: dominic@24x7direct.com.au
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