Avaya Case Study

Improving Performance, Refining Processes, Calibrating Quality.

This case study looks at how one organization was able to improve employee/customer satisfaction, AHT and FCR through a joint CallCopy and Avaya solution.  This solution allowed the company to:

  • Increase employee and customer satisfaction.
  • Lower average handling time (AHT) and
    increase first call resolution (FCR).
  • Reduce technician training time by 40
    percent using the new CallCopy desktop
    video recordings in the classroom.
  • Enhance the supervisor calibration
    process through more consistent quality
    management scoring.

Avaya Technology Partner

"The combined CallCopy and Avaya solution enabled us to improve several key metrics, including employee/customer satisfaction, AHT and FCR."

-Douglas Coco, Support Center Manager, Mohawk Industries