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Findings from a recent Intradiem survey show 7% of shrinkage is contributed to coaching activities. By assigning call and scorecard reviews to the agent’s Activity Queue these are completed during Active Wait time instead.
Because Intradiem integrates with any third-party application used by the contact center, you can utilize your Quality Management and/or Performance Management system(s) or the Intradiem user interface for coaching sessions. Intradiem creates Active Wait time and prompts the agent to begin the coaching task assigned, while monitoring call volume and service levels to make sure the contact center remains in compliance. Our productivity platform is designed to improve call center performance by dynamically delivering coaching sessions to call center agents, on the fly.
Call centers utilize Intradiem to optimize operational efficiencies while ensuring agents receive the ongoing coaching needed to improve key metrics such as average handling time (AHT), customer satisfaction or sales conversions – all by turning idle time into Active Wait time.
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“We prompt agents to meet with their supervisors during idle time, rather than scheduling time off the floor, which helps improve margins.” - Operations Manager, BPO |
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“Attendance issues and not following policy when it comes to breaks and lunches causes problems with my schedule. Rather than taking more time away from the phones to address these issues, I use Intradiem to alert an agent that they need to talk to their supervisor. This also provides a tracking mechanism for repeat offenders.” - Workforce Planning Manager, National Insurance Provider |
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“Using Intradiem to review calls with agents ultimately helped us improve sales. We helped agents understand the nuances and appropriate timing for making recommendations that could lead to an upsell during a call that started out as a simple inquiry.” - Performance Coach, Financial Services |
