TELEVANTAGE CALL CENTER

Agents and Supervisors

With TeleVantage Call Centers it's never been easier for agents and supervisors to do their jobs. Agents begin their shift, take breaks, and end their shift using special personal statuses, activated with a single click in the Client or a simple code on the phone. TeleVantage's familiar Call Monitor lets them view calls visually, identified by caller name, phone number, wait time, and any important information relating to the customer, reducing ramp-up time at the beginning of a call. Agents working in multiple queues can organize their workspace by viewing each queue separately or all their calls together. Each agent has a personalized amount of wrap-up time after a call, but if they finish early they can mark themselves available again.Supervisor agents can monitor another agent's call discreetly, jump in to coach the agent unheard by the caller, or join the call as a full participant.

Agents use special personal statuses to control their shifts.

Supervisors monitor agent and queue performance in real time using Queue Monitor.

No separate system for agents to learn
Because the TeleVantage Call Center uses the same interface as your phone system, there's no extra software for agents to master. Agents receive queue calls in the Call Monitor just like personal calls, but with the two firmly divided on their screen. They can also send their personal calls directly to voice mail to focus totally on queue calls. They begin and end their shift and take breaks using the standard easy personal status pull-down menu or simple phone codes. And when they're on the phone with a customer they have access to the full array of TeleVantage's visual call-handling controls, like fool-proof supervised transfers that ensure no customers get dropped. With TeleVantage new agents get up and running quickly, and stay focused on the single system they need.

Flexible, powerful supervisory features
TeleVantage offers a host of task-tailored supervisor permissions, enabling you to define individual supervisors with the permission set needed for the job. Choose whether a queue supervisor receives calls like other agents or plays an observer role only. Supervisors can view all calls currently in the queue, and click on any of them to monitor, coach or join it. One-way coaching, unheard by the caller, permits faster training of agents and higher quality. To stay abreast of performance, supervisors can access the Queue Monitor view, showing real-time statistics on performance for individual agents and the queue as a whole.

Features

• Powerful agent capabilities Easy personal status menu or phone commands to indicate availability, take breaks, and end shifts. That means less agent training time and more accurate statistics.
• Flexible system enables agents to handle calls by phone only or using the graphical Client.
• Agents can be a member of multiple queues, with different permission levels in each queue. Agents with permission can sign themselves in or out of queues, letting them move to where they're needed most.
• Verbal announcements and Call Monitor tabs clearly indicate calls from different queues, so multi-queue agents know the topic before they even pick up the phone.
• Agents have a customizable wrapup time after each call before they receive another, for paperwork. Agents who finish early can click to end their wrapup time and return to being available.
• Agents can be optionally put on break if they miss calls
• Agents can make outbound calls or queue business that are tracked differently than their outbound personal calls.
• Agents can work from remote locations with full functionality.
• Agents can use VoIP to take queue calls, including IP phones or NetMeeting.
• Maximize your resources by having overflow agents work on other tasks, taking queue calls only during heavy volume times when primary agents are busy.

• Enhance quality by monitor agent calls, with or without the agent knowing.
• Give on-the-job training by coaching an agent's call -- the supervisor is heard by the agent but not the caller.
• High-level help without a transfer: supervisors can join an agent's call as a third participant.
• View all agents' current status in detail at a glance, queue by queue, to stay abreast of agent performance.
• Monitor real-time queue and agent statistics by day, period, and shift. Spot trends easily.
• Change agents' personal status to control availability and correct agent errors.
• Sign agents in or out of queues, moving them to where they're needed.
• A supervisor can receive queue calls like a normal agent or be an observer only.