37%<br />
Wireless Headsets In Contact Centres<br />How are wireless headsets best used within contact centres?<br />Customer Case S...
How are wireless headsets best used in contact centres?<br />Supervisor<br />Increased mobility for escalation<br />Team c...
How are wireless headsets best used in contact centres?<br />Customer Advisor<br />Document retrieval<br />Escalation to s...
How are wireless headsets best used in contact centres?<br />Helpdesk and Support <br />Access to test labs for customer s...
Customer Case Study with Sage Ireland<br />Setup:<br />Two teams with similar roles & responsibilities<br />Team 1 – cordl...
Results from trial<br />
Sage Contact Centre Characteristics<br />Inbound & Outbound calls<br />Helpdesk function <br />Requirement to refer to inf...
Improvements from wireless<br />Answer or maintain calls while retrieving information<br />Answer or maintain calls while ...
Additional benefits that wireless headsets can provide<br />Enhanced ergonomics<br />Screen breaks – move away from monito...
Are you Savi?<br />
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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

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Productivity improvements from wireless headsets

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

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