891 — Vertex implements ASC Smartcontact in outsourced contact centre

Oct 28, 2003 | Conteúdos Em Ingles

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.