AGENT MANAGEMENT
Problems with Agent absences?
Matrix247 Contact Centre solutions is not just about delivering automated solutions. However when we do focus on this area, we ensure we do not take a blatant disregard of procedures that may trigger agent stress.
Matrix247 recognising that today’s future thinking organisations are working to ensure a feasible blend of a work/life balance can be created to ease stress levels for agents whist providing key benefits to assist in recruiting the sectors best breed of agents. To assist in this Matrix247 deliver telecoms and software applications that integrate seamlessly for home-based and remote agents.
Assist in adopting a formal policy for managing and recognising agent stress.
We also partner with a number of industry renowned companies that deliver superb courses in call-handling and agent motivation together with strategically migrating existing successful agents to become equally successful supervisors and management specifically for the contact centre sector, rather than just assume that a great agents will automatically become a great team-leader and motivator.