PROBLEM: Today we have to rely on contact center support staff to invoke "Call Taker Skills Configuration Changes" for scheduled capacity shifts or during fluctuating call arrival patterns.
SOLUTION: The OpsTel SPEED™ software allows contact center operations staff to make temporary changes in minutes without disrupting IT. The best part is that the changes can be set for a fixed period of time which automatically reverts the call routing that existed before the changes to resume.
RESULTS:
- Immediate relief on the managers by not requiring them to make changes
- Corresponding increase in manager productivity doing more valuable tasks
- Improvement in relationship between Call Takers and managers
- Immediate improvement in the inbound calling "customer" experience
- Call Takers have direct control over the technology that manages their call routing
- Provides audit trail tracking