L ELECTRONICS
- Business Requirement
- System
Architecture
- Wining Factors
-
Benefits
::Business
Requirement::
- Use only 50 channels for customer call center
agents. (Marketing call center : 110 seats, Web shopping
mall : 20 seats).
- Want
integrated management from the head office for scattered
call centers
- Agents should be able to
do selective recording for necessary
calls
- Evaluate the level of
customer interaction skills by agent
monitoring
- Want to use
recordings as the agent training materials for customer
interaction.
- Record only selected agents’ calls by
scheduling rather than record all transactions of every
single agent
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::System
Requirement::
- System Archiecture 1:-
- System Archiecture
2:-
TOP
::How Solved and Wining
Factors::
- Scheduling function - Easy to administrate a
number of agents’ recording by using a few
channels.
- Using ‘Recording On Demand’ - Agent can do
selective recording.
- Support
Real-time monitoring – It can monitor any recordings made
from different branch offices.
- Administrator of head office
can do scheduling for each of call center
agents.
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::Benefits::
-
Use recorded data as materials for
agent call coaching.
-
Effective cost by selective
recording using scheduling function.
-
Easy to administrate scattered call
centers from the center..
-
Systematic
monitoring and training can improve agents’
skills.
TOP