International business process outsourcer Vertex, has implemented ASC SmartContact Centre in their Phoenix House, Knowsley contact centre after a successful trial for inbound and outbound sales contracts. According to the two companies, the trial demonstrated measurable performance improvements after two weeks of using SmartCC, with a 15 per cent reduction in average call handling time as well in supervisor floor walking.
SmartCC is a support system for contact centre agents monitoring and coaching. Vertex handles 206 million inbound calls and makes 1.1 million outbound calls yearly.
2003-10-28
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