Technology | Quality Assurance:

Agent performance is a critical element to the success of Live Agent. Our software enables us to monitor the performance by an individual agent or relative to other another agent at any time. We continually monitor and control all activities within our distributed call centre model, whether handling inbound calls, data cleansing or actively telemarketing a company's products or services.

We maintain a performance score for every agent which will is updated after each call is completed. Metrics used to calculate the scores to quantify agent performance are customised against specific campaigns or business objectives.

The proven alternative for quality contact services
"It's all about improving the quality of your
customer contact whilst reducing business overheads."

Online live monitoring of all call activities and performance, along with supervisory 'listening in' facilities ensure Live Agent's operators are informed, scheduled, motivated, assessed and continually monitored every step of the way to deliver the best possible results for your company.

The technology that drives Live Agent provides tighter control, clearer visibility and greater performance than any alternative solution with:

• Continual call routing and agent scoring system to maximise the use of your best live agents.
• Workforce management to optimise capacity and distribution.
• Analytical tools to provide immediate visibility over every aspect of your contact centre operation