Call Center Management Feature Article
September 18, 2012
Knowlagent's RightTime Solution Improves Auto Insurance Company's Call Center Productivity
By Amanda Ciccatelli, TMCnet Web Editor
Today, call centers come in all shapes and sizes but they all have the same basic goals in place: control costs, optimize staffing, meet service levels, and satisfy the customer. It is important that call center management find the best solutions to ensure that the call center reaches these goals each and every day.
Knowlagent, an intraday management solution provider for call center agents, was recently selected by Permanent General Companies, a specialty auto insurance provider, to improve its contact center productivity. Permanent General chose to implement RightTime to turn idle time into a resource used for training and improving operational efficiencies of its contact center operations.
RightTime increases agent productivity and performance by delivering off-phone activities during agent idle time. This technology enables Permanent General Companies to deploy training materials and communicate other important information to its agents, while maintaining a high level of customer service. The company's use of RightTime allows its call center to find extra time to train agents without negatively impacting service levels or incurring the additional headcount costs of scheduling.
"The team at Permanent General Companies has been able to improve overall productivity of their contact center and concurrently strengthen the foundation of their training program through their use of Knowlagent's RightTime solution," said Matt McConnell, chief executive officer for Knowlagent, in a statement.
Since implementing RightTime, Permanent General Companies has seen an improvement in operational efficiencies in several areas. Now trainers have more time to dedicate to developing creative content to be delivered to agent desktops as opposed to spending time coordinating in-classroom training. Also, the workforce management group is much more efficient as a result of not having to schedule, cancel and reschedule classes. Additionally, supervisors are empowered by the frequency of training which has increased the overall engagement with call center learning initiatives.
"Our call center was already highly optimized, so we were concerned that we would not find any extra time or that agents would feel as if they never had any breathing time in between calls," added Allison Garretson, vice president of Operations at Permanent General Companies. "However, with RightTime delivery, we've been able to deliver 2.5 hours of training per agent per month in addition to what we were providing previously.”
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Edited by Jamie Epstein