Call Center Manager 8.3.1
(More programs developed by Voicent Communications, Inc)
Description:
Call Center Manager automatically measures workloads and adjusts outbound calling pace to comply with U.S. Federal Trade Commission's Telemarketing Sales Rule on intentionally Abandoned or Dropped Calls. Statistical reporting helps you meet FTC's Safe Harbor requirement for collecting and maintaining dropped-call reports, providing protection from prosecution for occasional, accidental rule violations. Call Center Manager speeds effective training for new agents with whisper coaching feature allowing live-call coaching that is inaudible to customers, and Easy call monitoring and recording. Call Center Manager Includes real-time and historical statistical reporting capabilities for tracking and managing agent performance, line usage, and campaign productivity.Voicent's Call Center Manager is a powerful software tool for measuring and managing Call Centers. Use it to:Manage Agent Performance Quality Easy call monitoring and recording, whisper coaching capability enables live-call agent coaching and training that is inaudible to customers; real-time reporting of activity and availability. Comply with Federal Telemarketing Rules Automatically track and adjust Call Drop threshholds and dialing pace to comply with U.S. Federal Trade Commission's Telemarketing Sales Rule on Dropped Calls. Understand Campaign Performance Quality Track real-time and summary stats for call volume, line usage, agent and campaign performance.Automatically measuring and adjusting the pace of outbound calls, ensuring that Agent efficiency is maximized while the FTC's strict limitations on Dropped and Abandoned-Call rates are honored.Allowing quick and easy call monitoring, recording and live-call "whisper coaching" to provide fast and highly effective training and supervisory feedback for new agents.Tracking, collecting and statistical reporting of call volume, line usage, dropped-call rates, current and historical campaign performance.
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