Productivity Gains
Increase Productivity with Intradiem
Intradiem increases productivity by dynamically respond to call volume in real-time.
Even the best run call centers experience unexpected downtimes in call volume. Sometimes it’s in small increments throughout the day, and sometimes forecasts are far from actual and the call center is truly overstaffed for extended periods.
Intradiem expands your intraday capabilities so that you can dynamically respond to call volume in real-time. Idle time is transformed into Active Wait Time so agents can complete meaningful activities that make them better at their jobs, and staffing levels are automatically adjusted, resulting in significant labor savings.
Productivity Reflexes:
Task Management – Intradiem’s patented platform finds small pockets of natural idle time in call volume and directs agents to the corresponding system to complete off-phone activities – all without constant manual scheduling or negatively impacting service levels.
Unproductive idle time between calls is reduced and agents receive the training, coaching and communications they need to improve their performance.
Intraday Staffing – Intradiem allows you to automatically offer voluntary time off according to your business rules when staffing needs unexpectedly change. Agents receive an automated text, phone call or e-mail when conditions are met.
Customer Stories
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"Intradiem helps me train agents without having to hire additional headcount. One of our business units was requiring additional training to prepare agents for a potential influx of calls. Scheduling that training would have meant staffing additional FTEs. With Intradiem we avoided the need to hire 60 additional agents by completing training during Active Wait." - SVP Customer Care, Large Telecom |
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"With thousands of agents across the globe, we use Intradiem to increase productivity within our programs. We create 5 man-years of Active Wait every month by delivering communications and non-billable training during wait time. That’s found time for us." - Operations Director, BPO |
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"We really struggled with our training completion rates. And often, heavy call volume prevented many agents from taking their scheduled training courses. After we implemented Intradiem, we delivered the same amount of training in 5 days that previously took 7 weeks." - Director of Learning & Development, Telecom |
