Efficient agent training system - Smart Contact Centre

"Without SmartCC only 5 out of 15 agents in a team were coached in a week, with SmartCC the supervisor could go easily around the whole team"
"Churn and absenteeism have gone down, and the team has the lowest amount of time booked to clerical activities"
"The team leader and Customer Service Managerreport the level of team spirit to be 'amazing'"

Smart Contact Centre (SCC) is another system from Retell that will pay for itself. An efficient cost effective training package that ensures every call is handled immediately and professionally - even by novices. Through live coaching and agent support any agents can have immediate access to live support from their supervisor without having to put the caller on hold. From their own desktops at the touch of a button supervisors can:

• Supervisors can monitor agent - caller conversations and view agent computer screens
• Coach agents by wispering instructions that only the agent can hear
• Take remote control of the agents computer to aid with customer enquiries
• Intervene and speak directly with the caller to resolve differcult issues

Smart Contact Centre is an independant external hardware system. There is no loading on voice or data networks.

Key benifits of Smart Contact Centre are that each supervisor can look after 2 - 3 times as many agents, saving on training, improving customer service and releasing supervisors for more important tasks. Moreover agent's are less embarrassed when they need help as this is achieved discreetly and without the knowledge of their colleagues.