To optimize call center cost by real-time monitoring of call center agent activities.
- Created a call center application utilizing real-time analytics for centralized monitoring of agent desktops in real-time and tracking of on-call activities.
- Enabled them to track idle time as well as all on-call activities, e.g. what call center system websites and functions were being leveraged, MS Outlook usage, on call/not on call/kept customer on hold, etc.
Delivering on the Promise
Annual overall cost reduction of $5M through improved agent productivity, reduced idle time, while improving the customer experience.