Call Center Management Feature Article
December 10, 2012
TCN Enhances Campaign Linking for Improved Call Center Management
By Rajani Baburajan, TMCnet Contributor
TCN, a provider of cloud-based virtual call center solutions, has unveiled enhancements to its call center management solution Campaign Linking. The new features are designed to enhance call center efficiency by reducing downtime in outbound calling campaigns.
The new solution will reduce time lost to schedule resets and reallocation of focus and resource. The solution improves the productivity of agents as they seamlessly move from the end of one campaign to the start of the next one.
Terrel Bird, CEO of TCN, said, “An agency running 5 daily campaigns with 35 agents is able to eliminate more than 20 lost FTE hours each day. Sometimes we surprise ourselves with the enhanced features we are developing for our clients. These releases, available in real-time from the cloud at no extra charge, will drive call center productivity to heights beyond even our own lofty expectations.”
The new features are readily accessible through TCN’s user friendly Dashboard. They provide 10 real-time call center statistics for managers to clearly and quickly see where productivity bottlenecks are occurring. Ongoing live status updates and historical context allows for unprecedented opportunity to improve call center efficiency.
Campaign Linking also features Real Time Monitoring that puts a potent suite of call center management tools into the hands of supervisors and managers, so they can assess agent skills and then match them to the requirements of specific outbound and inbound calling campaigns.
Thanks to the Real Time Monitoring, supervisors can get a quick view of the entire agency’s call and allocate appropriate agent resources to the demands of each and every campaign.
Overall the call center management solution gives supervisors the insight to make quick decisions about the next actionable step needed to not only meet desired outcomes but to exceed them.
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Edited by Amanda Ciccatelli