Furthermore, you will answer all incoming calls through our call center to corporate customer care standards and all basic enquiries (according to definition provided) to satisfaction of customer.
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This way, Time Doctor can help monitor outsourced service providers, making call center outsourcing easy, transparent, and productive.You will project a professional image of the society and provide a high quality, welcoming and efficiently integrated enquiry service for the full range of the society and the activities, product and services through the call center.
Integrate with tools like Asana, Basecamp, and Trello using the powerful Chrome extension.Take screenshots of agents’ monitors during work hours.Track agent inactivity using idle time tracker.Seamlessly manage employee shifts with Work Schedules.Generate detailed productivity reports in real-time.Track the time agents work using a silent and interactive time tracking feature.
Callcenter tunis software#
The software can also ensure that the tracked billable hours are accurate to the second, preventing you from overpaying your outsourced call center. You can also monitor their web and app activity to see whether agents waste time on social media or other non-work-related websites.Ĭheck out how Time Doctor can help you monitor your agent’s social media activity. Whether you hired a physical or a virtual call center partner, Time Doctor helps you track how your outsourcing partner’s agents work on your tasks. Time Doctor is a powerful productivity and performance management software used by SMBs like Thrive Market and large businesses like Ericsson. This puts you at the risk of paying for the work they haven’t done.įortunately, you can tackle this issue with Time Doctor. You can’t monitor whether the outsourced agents are working productively and following your company policies. This freedom to manage their staff can help them provide customer service efficiently and utilize their workforce to their maximum capacity.Ī major problem with outsourcing customer support is the lack of control in quality monitoring. Temporarily recruiting agents from other departments and much more.Including split shifts (splitting a day’s working hours into different shifts).
For example, you should assign more agents to work in the afternoon if the call volume is high during that time of the day.īut to schedule agents flexibly, you need to have the experience and tools to manage your workforce.Īn outsourced call center is usually not bound by constraints like regular working hours - allowing them to schedule their staff in unconventional ways to maximize productivity. To overcome this inefficiency, you should practically schedule agents such that they’re able to attend maximum calls. That’s why, if you schedule the same number of agents throughout the day, you may miss calls during peak hours and have low agent engagement when the call volume is less. They offer cheap call center services due to their low cost of living compared to countries like the US. Most companies prefer offshore outsourcing due to the lower cost associated with it.Ĭountries like India and the Philippines are popular offshore outsourcing destinations.
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