Operations

Call Center Operations

Intradiem identifies natural downtimes in call volume and gives you the ability to shift activities that would normally be scheduled as off-phone tasks for completion during idle time.

Even the most well-run call centers experience unexpected downtimes in call volume. And in every center, there are activities agents must complete that take time away from handling customer interactions.

Some of these activities are largely comprised of administrative tasks – while others are more focused on driving business results and improving performance – but all take agents off the phone and require time to complete.

Intradiem's automated intraday management platform identifies natural downtimes in call volume and gives you the ability to shift activities that would normally be scheduled as off-phone tasks to idle times when agents are sitting at their desks, waiting for the next call.

Employee productivity is improved as idle time is transformed into Active Wait time for agents – all without compromising service levels because Intradiem dynamically responds to real-time call volume to end these tasks if volume increases.

With Intradiem, you can restructure shrinkage by completing off-phone work during idle time with activities such as administrative tasks, one-on-one coaching and ongoing training – while improving the call center metrics that matter most to you.

With Intradiem, you can:

• Improve the productivity, performance and profitability of your center
• Use agent time more efficiently by assigning off-phone activities to be completed during wait time between calls
• Ensure agents’ off-phone work is done in priority order
• Handle more work with the same number of agents
• Handle the existing call volume with fewer agents

Frequently Asked Questions

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