Workforce Management | Quality Monitoring | Multimedia Recording

As a primary point of interaction with your customers the workforce staffing in your contact centre fulfils a critical role. Ensuring that your policies and values for customer interaction are properly fulfilled by every agent is an essential element of the value offered through the services provided in the contact centre. Meanwhile, exposure to risk must be mitigated through effective record-keeping.

ATIO ensures optimisation of the workforce through the provision of cost-effective solutions for workforce management and quality monitoring. Through recording, ATIO delivers speech and data analytics essential to evaluate the performance of the workforce from the individual agent through to the entire contact centre, across all channels of communication. This data delivers further value supporting the provision of learning and eCoaching solutions.

Business Benefits:

• As customer-facing representatives, the ability to monitor and assess contact centre agent performance is an essential element, contributing to the delivery of a consistently outstanding customer experience.

• Record-keeping ensures compliance with regulations, a sound corporate governance posture and recourse to solve any customer issues or queries.

• Accessing and analysing actual interactions with customers is a valuable source of intelligence which contributes to targeted agent training and coaching.

• Gain the advantage of continuous improvement for your contact centre operations by reviewing customer interactions.

Multimedia Recording:

In an all-IP environment, all interactions are recorded for quality monitoring and legal compliance requirements. Using the collected data, analysis allows for the assessment of individual agents. Coaching and training is provided as required based on the analysis, providing for workforce optimisation.