Hello,

Some thoughts on non-call related activities.

I could be said that the call centre is no longer just a call centre – most are now contact centres. As the way our customers communicate changes you must match those changes. Our agents must be able to reply to e-mails, and faxes. They may also use the Internet to find out information and possibly even to have on-line chat sessions. Even if our agents don’t support electronic forms of communication, they will have a PC on their desk to maintain customer contact details etc.

We don't leave our agent’s telephone activity unmonitored,
so are we ignoring the time spent on the PC?
Say the ratio is 80:20 telephone to PC. How are we measuring this 20%

How do we know if our agents are being productive, for non-call related activities?

Kevin

I would say that you need a call recorder to monitor the 80% of verbal communication and a Data recorder to cathch the other 20% that you mentioned.
Magnetic North (www.magneticnorth.co.uk) provide a solution that would be able to help you. It is called Optimse and is a 100% web based Call and Data recording solution.
I won't give you the whole solution as you can see for yourself;
http://www.magneticnorth.co.uk/products/Optimise/?section=products
Thanks for your time and I hope that this will put you on the right track!
Regards,

__________________________________________________
Nick Brown,
Magnetic North Software - Multimedia customer contact Solutions
Tel: +44 (0)116 225 3013

Web : http://www.magneticnorth.co.uk
Email : mailto:Nick_Brown@magneticnorth.co.uk
Address : 4 Dominus Way, Meridian Business Park, Leicester, UK, LE3 2RP

Magnetic North's Productivity Solutions portfolio includes Energise (realtime business dashboards), Optimise (Web based quality monitoring and motivation solution) and Maximise (Web based Proactive Outbound Contact Management).

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