An insight into performance

Whether it’s an outbound or an inbound campaign, constant monitoring and minute-to-minute information is essential for the call center supervisor to manage in a way which ensures optimum utilisation of resources and profit.
By evaluating the performance of various agents, he can judge and relocate resources as per the need of the hour. For this call recording facility comes handy where all calls are digitally recorded and stored so that one can listen to any call at any time. Immediate access to recordings and automated indexing of calls with corresponding scripts provides unlimited visibility into call quality at every level.
Obelyx comes with a real time dashboard that can with a simple click give an eagle’s eye view into the operations of the call center and everything happening at any moment of time. Historical reports can be customized at campaign or agent level at any time for any time period i.e. hourly, daily, weekly, monthly, quarterly etc. The best part is that all the reports are available in pictorial as well as data formats and can be viewed within the system or exported to a spreadsheet for more detailed analysis and archival.
So in other words, a supervisor is free from worries like how an agent is performing, what is the response for new script? Which is the most appropriate time to call / among others. ôBelyx gives you the tools to see how your campaign is doing and how your agents are performing .
The various reports generated have the potential to give the supervisor visibility and access to real-time call center data. Dashboard assists the supervisor to make insightful decisions that help him in making customer experience a positive one! The reports also give an insight into day-to-day functioning of the call center and plan long term strategy for the same.
The information in reports is not just confined to call length and agent activity status, but even about queue time, dropped calls, activity of logged-in agents, IVR activity, and server load. This enables a supervisor to differentiate between performing and non-performing agents and accordingly plan the training module. He can also trace problems which agent failed to handle and provide answers for the same to avoid confusion in the future.
Supervisor has access to all such agent and campaign related reports at any place through web browser and accordingly he can plan to improve the performance of the virtual agents of the call center.
Reports generated can also be transferred to third party and also can be stored for future reference at any point of time.

AUTHOR bIO: James is an associated author to the obelyx.com, write articles for Voip call centers, Voip dialers, call centre software.