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Productivity improvements from wireless headsets
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Productivity improvements from wireless headsets

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Find out how wireless headsets can improve productivity in your contact centre

Find out how wireless headsets can improve productivity in your contact centre

Published in Technology , Business
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Transcript

  • 1. 37%
  • 2. Wireless Headsets In Contact Centres
    How are wireless headsets best used within contact centres?
    Customer Case Study with Sage Ireland
    How you can achieve improved productivity with wireless in your CC
    Additional benefits that wireless headsets can provide
  • 3. How are wireless headsets best used in contact centres?
    Supervisor
    Increased mobility for escalation
    Team collaboration
  • 4. How are wireless headsets best used in contact centres?
    Customer Advisor
    Document retrieval
    Escalation to supervisor or subject expert
  • 5. How are wireless headsets best used in contact centres?
    Helpdesk and Support
    Access to test labs for customer support
    Access to local equipment for onsite IT support
  • 6. Customer Case Study with Sage Ireland
    Setup:
    Two teams with similar roles & responsibilities
    Team 1 – cordless headsets
    Team 2 – corded headsets
    Three month measurement period
    Tracking via ACD statistics:
    Hours Worked for Month
    No. of calls out per month
    No. of calls In per month 
    Total Number of calls 
    Number of calls per hour worked
    Talktimeper month 
    % of time on calls
  • 7. Results from trial
  • 8. Sage Contact Centre Characteristics
    Inbound & Outbound calls
    Helpdesk function
    Requirement to refer to information sources away from desk (paper files, colleagues)
    Significant “off call” administration required (form completion, colleague referral, prior activity progress reviews………)
    Non-intensive call rate (sub-35% of available time on active calls)
    Employed for problem solving skills rather than pure telephony skills
  • 9. Improvements from wireless
    Answer or maintain calls while retrieving information
    Answer or maintain calls while testing customer configurations
    Answer or maintain calls whilst consulting with colleagues
    Get to the coffee machine!
    It’s all about maintaining communications
  • 10. Additional benefits that wireless headsets can provide
    Enhanced ergonomics
    Screen breaks – move away from monitor
    Encouraging movement for older workers
    Stand up – exercise those vocal cords
    Privacy
    Move to closed environment
    Freedom
    Ability to move unhindered
  • 11. Are you Savi?