|
|
|
|
|
|
|
|
.gif "hotjobs_new")
Investors | Careers | Contact Us
|
|
|
|
|
|
 | - Remotely monitor our company performance, which provides diverse levels of detail that is not available in most contact centers
- Ability to enter Quality Monitoring assessments and generate ad hoc reports on Key Performance Indicators (KPI)
- Allows increased quality and productivity
- Greater consistency in our performance
- Reduced operating costs
- Calculations of ROI for contact center programs which provides a detailed breakdown of allocated costs
- Reduces Average Handled Time (AHT)
|  | Benefits to Contact Center Agents:
CCMS helps agents benchmarking their own performance and managing schedule-related activities, such as day-off requests and shift-swapping. Agents have access to: - Quality monitoring scores & productivity reports
- Daily and monthly performance statistics
- Online scheduling and attendance records
- Rewards information for performance that agents can redeem for a variety of incentives
- Communications regarding benefits, performance reviews, scheduling information, and completion of training modules
|  | Benefits to Contact Center Supervisors & Managers: - Automated Detailed Reporting permitting Supervisors and Managers in order to spend less time generating and distributing reports
- More time working directly with their teams, ensuring client performance goals are met or exceeded consistently
|  | Benefits to Quality Assurance Teams: - Allows QA teams to monitor and measure the quality of our operations
- Ensures all program personnel have a common understanding of the program’s quality standards and how to meet them
- Access to QA Monitoring Forms tailored to the client’s quality metrics to match each client’s objectives.
- Quality Assurance Monitoring Reports to consistently meet or exceed our clients’ quality standards and expectations and to identify any opportunities for improvement
- COPC Report Summary to measure COPC quality standards
|  | Benefits to Human Resources, Benefits Administration, Payroll: - CCMS ties the areas of Human Resources, Benefits Administration and Payroll staff as a central system to manage, monitor and ensure ongoing communications with program personnel and agents.
|
| |
|
|
|
|