Performance Gains
Improve Contact Center Agent Performance
Intradiem gives contact centers more time to apply to performance initiatives. Increasing the amount of training and coaching agents receive leads to increased results.
On average, call center agents spend 11% of their day sitting idle, waiting for the next call. Intradiem’s patented technology redistributes this idle time to give contact centers more time (as much as 400% more) to apply to performance initiatives, therefore increasing the amount of training and coaching agents ultimately receive.
Intradiem customers get up to 400% more completions on agent development activities. They have seen results such as delivering the same amount of training in five days as what previously took seven weeks to deliver and seeing a 3 percent improvement in FCR.
Some performance areas our customers apply this time to include:
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Learn how Intradiem applied to performance improvements impact:
Customer Stories
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"In just one of our programs with RightTime, AHT went down by 6.7% in 12 weeks. In another, FCR went from 63% to 70%. And we’ve seen top box satisfaction scores improve 13%." - Operations Executive, Global BPO |
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"We’ve been able to drive revenue through the call center. Our balance transfers increased 13%, and we were able to maintain metrics like AHT at the same time." - SVP Customer Care, Leading Bank |
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"When we applied Intradiem to our collections group, we saw collections increase 17% and quality improve by 8%." - Financial Care Leader, Major Wireless Provider |
