By Patrick Barnard - Senior Web Editor, TMCnet
Using inContact’s eLearning software
, call center managers at Sitel will be able to push targeted training, communications and testing directly to home-based agents’ desktops during lulls in call volume.
inContact’s RightTime technology is what facilitates custom training modules to be delivered automatically during periods when agents are not taking calls. These custom modules, which are developed in-house, will further improve agent soft skills and product knowledge, leading to improved customer service and increased productivity.
With this solution, home-based agents can get the training and coaching they need while they are sitting at their desks – just the same as if they were located in the main call center. That means there’s no need to shuffle agents off to a training facility – something which is nearly impossible (not to mention cost prohibitive) with home-based agents.
What’s more, agents will be able to get customized training modules delivered to their desktops that are tailored to help them improve on the specific skills they are individually lacking. In this regard the agents will get training within the context of their specific interactions – in fact, individual call recordings can be used as examples in these training modules.
"Leading call center providers like Sitel know that increased agent performance through improved new hire and ongoing call center agent training programs is essential to client satisfaction," said Jim Tanner, senior vice president, product and strategy at inContact, in a release
. "With eLearning from inContact, Sitel can keep call center training as a priority without sacrificing call center customer service levels. We applaud Sitel's rigorous employee training and communication, as well as its progressive embrace of the on-demand model of call center software delivery."
"It is our highest priority at Sitel to provide our clients with the most skilled call center agents," said Bert Quintana, president at Sitel. "With access to a tool that allows for continuous and up-to-the-minute training of our HomeShore customer service agents, we can be confident in the knowledge that we are providing some of the world's most renowned brands with the highest caliber agents."
To view a demo of how inContact’s hosted eLearning software works, click here
inContact, a leading provider of hosted call center software, made news earlier this month when it announced
that it had selected Sonus Networks
to expand its IP voice network and secure SIP trunking to IP-PBXs.
Officials with Sonus Networks said the company’s solution will offer scalable border security for IP connectivity as well as leverage the platform's centralized routing and diverse media support to better manage the growing amount of traffic that crosses the inContact network
The Sonus next generation components will centrally manage policy, routing and security on the inContact network. This will set the stage for inContact's global network expansion.