"OpsTel SPEED™ enabled us to quickly address ‘Service Level” issues by temporarily adjusting an agent’s skills configuration assignments and priorities to redirect call volume towards agents that have “Stranded Capacity”.
The automatic revert back feature that allows us to schedule when we want the agent’s skills configuration to be restored to its original configuration, saves us a minimum of 50% of the required labor to do these changes."
Solution Details Below
Lightning Fast & Scheduled;
Automated Agent Skills Configuration Management
Accelerate profile skill configuration management operations with the temporary skills and configuration override capabilities of OpsTel SPEED™
5 TIMES
FASTER!
New & enhanced way to speed up & optimize invoking temporary agent skills configuration changes to your environment
50% EFFICIENCY
GAINS!!
Eliminates 50% of the workload associated with temporary skills configuration management
MINIMAL TRAINING REQUIRED!
With enhanced agent skills configuration management, the labor involved is greatly reduced making OpsTel SPEED™ easy to learn and operate
Let's crack some NUMBERS
The infochart below is an example of the losses discovered with a large contact center company utilizing OpsTel SPEED's™ capabilities.
ISSUES DISCOVERED
IMPROVEMENTS MADE
Misalignment
of Agent skills configuration
Auditing
Agent population skill configuration
Reduction
of incorrect skills assignments
In Work Hours
Needed to perform future scheduled skills changes
OpsTel SPEED™ HIGHLIGHTS & BENEFITS
SOLUTION HIGHLIGHTS
IMMEDIATE BENEFITS
-
Enhanced way to speed up & optimize envoking temporary agent skills configuration changes to your environment
-
Speed allows you to schedule both future changes & temporary changes that auto revert back to the original state when scheduled time expires
-
Eliminates 50% of the workload associated with temporary skills configuration management
-
Speeds up your ability to make on-the-fly decisions that affect business outcomes
-
Automation techniques that reduce human error
-
Increases customer satisfaction due to higher utilization
KEY PERFORMANCE INDICATORS
-
Real-time agent state & current skills configuration
-
Top-down bottom-up skills distribution matrix
-
Contact performance statistics - ASA, AWT, calls in queue, etc.
Agent profile CONFIGURATION MANAGEMENT
OPPORTUNITY
SOLUTION
BUSINESS OUTCOME