Ability to pre-schedule call taking capacity requirements on a temporary or recurring basis

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

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