Performance Optimization
Management is inundated with productivity information. Multiple tools providing countless data points make it difficult to focus on metrics that matter.
CallCopy’s Performance Toolbar cuts through the clutter to:
- Deliver actionable data – to the right people – in a quick and concise format.
- Uncover potential issues – and opportunities – earlier.
- Increase overall workforce productivity.
Deliver Actionable Data
Distilling mounds of information to just the key points can take hours. CallCopy’s Performance Toolbar is a flexible platform to assemble only the critical information you choose. The toolbar compiles information from CallCopy’s call recordings, customer survey application, speech analytics engine as well as external databases, to provide the real-time, actionable information you need.
“The ability to capture both audio and the video recordings helped us to identify areas for improvement within our workflow processes, as well as where additional agent training would be valuable. Overall, CallCopy is having a tremendous impact on agent performance and customer service.”
Melvin Gregory, Manager-Internet Administration for Bluegrass Cellular
Uncover Issues & Opportunities
With visibility into all key areas of employee productivity your management is empowered to:
- Identify obstacles and implement solutions.
- Solve customer issues more quickly – and with more accuracy.
- Improve staff morale, productivity and utilization.
- Identify new areas to increase profitability.
Increase Productivity
CallCopy’s break-through Performance Toolbar allows you to evaluate, coach and score agents to generate productivity increases. Using these tools enables your organization to:
- Reduce average call handle time, leading to a lower operating cost.
- Increase the effectiveness of training and reduce training time, thus reducing employee replacement costs.
- Increase supervisor efficiency by streamlining the evaluation and coaching process, allowing fewer supervisors to manage more agents.
