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Premiere Global Enables Call Centers to Minimize Hold Times While Maximizing Agent Productivity

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May 18, 2006

Premiere Global Enables Call Centers to Minimize Hold Times While Maximizing Agent Productivity

By Susan J. Campbell, TMCnet Contributing Editor

 

Premiere Global Services, an outsource provider of business process solutions has announced a major upgrade to its speech technology platform. The upgrade will include new voice notifications capabilities such as transfer-based pacing for call centers which will enable customers to monitor calling programs in real-time as well as control the rate of outbound calls and resulting transfers into a call center.
 
Premiere Global also introduced enhancements to its reporting and opt-out functions as part of the platform upgrade.
 
Lee Provow, President, Data Communications, Premiere Global Services, Inc. noted that the company is committed to providing its enterprise customers with the latest communication technologies to optimize and simplify their notification processes.
 
Provow went on to add that Premiere Global’s new platform capabilities make it easier for their call center customers to actively manage staffing demands while running marketing programs for such things as Collections, Service Vehicle Dispatch Management and all kinds of business critical alerts and notifications.
 
The new voice notifications features that Premiere Global will offer include things such as call pacing enhancements that will provide customers with the benefit of regulating the number of calls into the call center by way of outbound pacing or inbound transfer pacing. Customers will be able to adjust their programs based on expected response rates and actual agent availability due to the joint control over both the rate of outbound calls placed and inbound calls transferred back to the call center.
 
These expected response rates can be set for specific time frames and changed in real-time, so if a call center were to lose lines or an agent goes home early due to illness or other reasons, the call center will be able to immediately adjust the metrics to avoid overloading other agents or forcing callers into a hold queue.
 
Customers will also be able to actively monitor calling campaigns, providing visual charting of actual paces relative to pre-defined parameters with real-time reporting capabilities. By using this up-to-the-minute information, customers will be able to manage campaigns for maximum efficiency, increasing or decreasing the number of calls or transfers to generate the desired results.
 
Premiere Global has recognized and is responding to the demands of its call center customers by implementing the enhancements needed to provide the tools to remain competitive in the call center arena. Call center customers need to have the ability to accurately track calls in real-time and be able to report back on campaigns in order to determine the effectiveness of the marketing.
 
Another important feature that the upgrade will provide is the ability to adjust expected response rates in real-time. Whenever a call center can optimize a solution that can protect the effectiveness of the agents while also respecting the time of the caller, the benefits are far-reaching. The results can include not only happy and loyal customers, but also happy and loyal agents which in the long-run, significantly reduce overhead for the call center while also improving productivity.
 
Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 





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