Agent Adherence

Customers need you to be available to answer their call.  Making the most of the agents in your contact centre is a time consuming process filled with checking on agents whereabouts. 

  • Monitor the performance of your agents in real-time
  • Match up planned versus actual activities
  • Proactively manage agents

If your agents do not take their breaks when planned or suddenly go ‘walkabout’ it can make it difficult for you to fulfil customer demand when you need to most.

The Agent Adherence tool allows you to accurately monitor your resources and be pro-active in managing your agents.  Netcall has successfully supported customers in their installation and usage of Agent Adherence which has resulted in efficiency increases of typically 10%.

Real-time collection of agent login / logout alongside instant details of planned versus actual activity enables your supervisors to make informed, practical decisions when managing the workforce.

Performance can be monitored through historical adherence reports, saving time pulling together individual reports while making it easy to spot high achievers and those requiring more attention – enabling you to reward, train or discipline as appropriate.  Learn more, download the Agent Adherence product sheet.

QMax™ delivering on-demand WFM QMax™ delivering on-demand WFM