March 29, 2012 | Permalink
3CLogic announces new tools for monitoring home based agents, including easy to use dashboards and comprehensive monitoring tools. Real-time agent dashboard screenshots allow managers of varying contact center operations to monitor agent efficiency.
Many businesses are turning in their traditional outsourced support lines for onshore support branches, overcoming the challenges of finding and retaining qualified staff to handle demanding call volumes.Remote agents working from home are considered to be a very attractive alternative to off-shoring. Multiple features such as a discreet barge-in option, real-time agent dashboard screen shots, performance reports and access to historical and real time recordings allow supervisors to thoroughly manage their agent efficiency and productivity. A new set of management tools offered by 3CLogic, allows supervisors to view snapshots of their agent’s dashboard screens to ensure maximum efficiency.
3CLogic, the leading cloud based call center provider on AWS (Amazon Web Services Platform), is proud to provide businesses with a comprehensive set of tools and functionalities to assess customer service and sales representative performance. Managers can leverage the easy to use monitoring tools such as the ‘barge in’ feature to drop in on a representative’s call with a customer and assist them on the interaction. Similarly, managers and supervisors can reap the benefits of having on demand access to all historical and real-time reporting and records at the click of a button. This allows managers to see how interactions between representatives and customers were handled, how certain result codes were selected, or what areas of improvement need to be implemented.
For new representatives, it is crucial to make sure that all training is administered thoroughly before they start assisting customers and answering support lines. With 3CLogic’s management tools, supervisors can discreetly listen in to a representative’s call with a customer, and quietly coach them through the interaction. This paves the way for success by allowing the supervisors to discreetly point out areas to the representative that may need clarification or guidance.
Gary Miller, Division Leader of USHEALTH Advisors stated, “Managing representatives from any distance can be difficult in terms of monitoring how much time they spend working efficiently. 3CLogic’s Cloud based Contact Center software made it easy for us at SHA by providing all of the core essentials to monitor and measure our representatives’ performance and efficiency”.
“Customers love a positive interaction with representatives that are trained and qualified to assist their needs and inquiries.” said Ramana Reddy, Director of Product Management and Client Services at 3CLogic. “With the monitoring tools provided by our software, we enable companies such as US Health Advisors to have a crystal clear insight into all recordings, reports, and calls to measure representative performance“.
3CLogic also provides businesses with a live dashboard to view the current status of all active representatives, the number of calls made or received by each representative for the day and the number of sales closed by each representative. The state of the art and simple to use dashboard allows managers to monitor the time that Customer Service Representatives (CSRs) are ready to receive or make calls, talking to customers, as well as the time spent on after- call activities. Similarly, the software allows managers to see how much time their representatives spend away from their computers.
The price of the newest management tools is included in the monthly subscription fee for 3CLogic’s cloud based services. Existing customers can take advantage of the new tools directly from 3CLogic portal without additional upgrades or costs.
3CLogic, headquartered in Rockville, Md., offers a full suite of cloud based inbound and outbound customer interaction channels such as voice, chat and social media, which integrate with existing Customer Relationship Management (CRM) software. This integration provides businesses with a 360 degree view of all customer interactions regardless of the channel chosen by their customers. With 3CLogic’s cloud based Contact Center, companies have more accurate and timely information about their prospect or customer and they can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client. For more information, please contact 3CLogic at 800-350-8656 or info(at)3clogic(dot)com. http://www.3clogic.com.
About USHEALTH Advisors
USHEALTH Advisors is a wholly-owned national health insurance distribution arm of USHEALTH Group, Inc. The company sells individual health insurance plans and supplementary products underwritten by The Freedom Life Insurance Company of America and National Foundation Life Insurance Company, wholly-owned subsidiaries of USHEALTH Group, Inc. The company is focused on serving America’s self-employed and individual insurance market through its career/captive agent sales force.