FAQ

Frequently Asked Questions about Call Center Automation

What is Intelligent Automation?

What type of call center automation technology does Intradiem provide?

Intradiem provides intelligent automation solutions for Customer Service teams. Our patented AI-powered technology processes the massive amounts of data generated by your center – in real-time – and takes immediate action to support staff working in the center or remotely – every minute of every day. This intelligent technology has been built on the management best practices of dozens of the world’s leading brands, and it continues to become more powerful every day.

Does Intradiem’s automation technology integrate with other call center software?

Yes, Intradiem’s call center solution integrates with standard Automatic Call Distributors (ACD) systems and Workforce Management (WFM) systems.

Ensure Remote Agent Security and Compliance

Login Validation

How can contact center supervisors ensure agents log in at the expected shift start time?

Intradiem’s automation solution automatically notifies a contact center supervisor or operations manager when the shift start has passed time and the agent has not logged in.

Unauthorized Login Detection

How do I ensure agents receive proper security and compliance training, as well as various updates to policies?

Intradiem’s call center automation solution leverages idle time to deliver required security and compliance training as well as ongoing security and compliance updates.

Workplace Audits

How do I complete remote workplace audits?

Contact center managers can conduct a 1:1 home office webcam audit with the agent when call volumes unexpectedly subsite and when the manager is available. The intelligent automation solution integrates with the ACD and WFM to identify the appropriate time by leveraging real-time data.

Provide Remote Contact Center Agent Support

How can call center supervisors keep track of Average Handle Time (AHT) when managing a remote team of agents?

With call center automation, call center managers set up alerts when agents are spending longer than expected the expected threshold in After Call Work (ACW), Hold Time, and Talk Time, etc.

How will call center managers know if agents need help with a call?

The intelligent automation will ask the agent if he/she needs assistance when their time spent in a particular agent state (i.e. talk time, hold time, after call work) is longer than expected and passes a predefined threshold. This improve average handle time and reduces contact center operating cost.

What does the workforce management team do if they need more agents to urgently log in to handle unexpected spikes in call center volume?

The workforce management team can set business rules within the automation platform to email or text available agents who are not working to see if they are available to take calls.

Improve Call Center Agent Engagement

How can supervisors work with agents to make sure they have opportunities to learn and grow?

Call center automation identifies and leverages unexpected dips in call volume to meet with agent for one-on-one coaching.

How can supervisors keep agents informed about what is going on in the organization?

Call center automation sends critical communication updates when call volume permits.

How can contact center managers recognize agents for doing a good job?

The automation platform leverages rules based decisioning to offer agents a surprise break during low call volume in order to proactively recognize top agent performance.

How can contact center organizations offer agents schedule flexibility?

The intelligent automation solution integrates with the ACD and WFM to read agent schedules, queue data, upcoming assignments and more to identify the appropriate agents to offer voluntary time off when volume is lower than expected OR offer voluntary overtime when volume is higher than expected.

Adherence Monitoring & Employee Engagement

What is Adherence Monitoring?

Adherence refers to a metric used to determine whether call center agents work the allowed time on their schedule. Calculating this metric involves determining a percentage value by dividing the scheduled time by the amount actually worked. After accounting for scheduled breaks, businesses should strive to maximize adherence by moving this figure as close to 100 percent as possible.

Adherence monitoring provides 24-7 real-time agent monitoring that includes reports on the agent’s state at any time. Since employees may need coaching to improve productivity, adherence monitoring also offers direct agent alerts to help call center staff improve productivity in real-time.

Even relatively small gains in average agent productivity can significantly reduce call center costs. At the same time, agents appreciate the alerts because they help them stick to their schedules and meet and exceed individual performance goals.

Why is Employee Engagement Important?

Employee engagement refers to developing an enthusiastic and committed staff. Engaged employees believe their efforts make a difference to their employers, and in turn, the business supports their continued performance and wellbeing. Employees who feel engaged will constantly seek to please customers, improve their performance, and view their job as more than a means to earn a paycheck.

While these motivated employees feel challenged by their work, they also view their company’s success as critical to their own personal success. Employee engagement matters because businesses with an engaged workforce report better performance. This enhanced productivity translates to faster growth, higher customer retention, longer customer retention, and increased earnings and profits.

Companies that provide their employees with the best possible experience at work make more money. In contrast, disengaged employees cost the business money because they’re less interested in their jobs, often because they lack the tools to improve their performance.

How Does Employee Engagement Work?

Call center automation uses rules-based features to enhance employee engagement in three critical areas: employee development, job satisfaction, and performance. The rules allow automatic triggering of crucial employee engagement programs as the employees perform their jobs in real-time.

Automated reporting monitors the performance of each agent and the entire call center. Some highlights of the features that will allow for enhanced employee engagement include:

  • The system can automatically trigger such rewards as extra breaks for high-performing agencies during periods of lower call volume.
  • In contrast, it can also automatically alert managers to assist agents with lower overall performance or who appear to struggle with a specific phone call.
  • Automation can identify time for coaching or professional development during low-volume periods.
  • To keep all employees in the loop, managers can even create updates for all agents and send them during a low-volume period.

 
As a benefit to both the call center operation and individual employees, the system can use employee schedules and anticipated future call volumes to make schedules more flexible. It can offer the agents a chance to choose voluntary time off during low-volume periods and voluntary overtime during anticipated peaks in volume.

What is an Intelligent Personal Assistant?

Intelligent personal assistants serve as virtual assistants to every staff member, whether they work inside a call center or remotely. Intelligent call center automation solutions can keep track of billions of data points from all of a contact center’s core systems, and take intelligent action in real time.

With rules in place, the intelligent personal assistant will use the data gathered to trigger actions that support enhanced productivity and engagement for individuals and business. Some examples could include alerts sent directly to agents who exceed time thresholds and automatically scheduling development classes or coaching during optimal times, based upon need and call volume.

What is Real-Time Management?

In most call centers, management teams spend a lot of time researching, managing, and remediating adherence exceptions. Call center automation can handle these exceptions as they occur instead of later. Essential benefits of real-time management include saving manual effort, enhancing productivity, and offering staff and customers a better experience.

Real-time call center management works by monitoring the data center 24-7, including the current agent state. Agents receive real-time alerts to help them improve performance and stay on schedule. Employees enjoy improved productivity and work satisfaction. At the same time, businesses save money that they formerly wasted on low productivity and manual efforts.

Ensure Remote Agent Security and Compliance

Login Validation

How can contact center supervisors ensure agents log in at the expected shift start time?

Intradiem’s automation solution automatically notifies a contact center supervisor or operations manager when the shift start has passed time and the agent has not logged in.

Unauthorized Login Detection

How do I ensure agents receive proper security and compliance training, as well as various updates to policies?

Intradiem’s call center automation solution leverages idle time to deliver required security and compliance training as well as ongoing security and compliance updates.

Workplace Audits

How do I complete remote workplace audits?

Contact center managers can conduct a 1:1 home office webcam audit with the agent when call volumes unexpectedly subsite and when the manager is available. The intelligent automation solution integrates with the ACD and WFM to identify the appropriate time by leveraging real-time data.

Provide Remote Contact Center Agent Support

How can call center supervisors keep track of Average Handle Time (AHT) when managing a remote team of agents?

With call center automation, call center managers set up alerts when agents are spending longer than expected the expected threshold in After Call Work (ACW), Hold Time, and Talk Time, etc.

How will call center managers know if agents need help with a call?

The intelligent automation will ask the agent if he/she needs assistance when their time spent in a particular agent state (i.e. talk time, hold time, after call work) is longer than expected and passes a predefined threshold. This improve average handle time and reduces contact center operating cost.

What does the workforce management team do if they need more agents to urgently log in to handle unexpected spikes in call center volume?

The workforce management team can set business rules within the automation platform to email or text available agents who are not working to see if they are available to take calls.

Improve Call Center Agent Engagement

How can supervisors work with agents to make sure they have opportunities to learn and grow?

Call center automation identifies and leverages unexpected dips in call volume to meet with agent for one-on-one coaching.

How can supervisors keep agents informed about what is going on in the organization?

Call center automation sends critical communication updates when call volume permits.

How can contact center managers recognize agents for doing a good job?

The automation platform leverages rules based decisioning to offer agents a surprise break during low call volume in order to proactively recognize top agent performance.

How can contact center organizations offer agents schedule flexibility?

The intelligent automation solution integrates with the ACD and WFM to read agent schedules, queue data, upcoming assignments and more to identify the appropriate agents to offer voluntary time off when volume is lower than expected OR offer voluntary overtime when volume is higher than expected.

Intradiem Intelligent Automation Solutions

Workforce Automation for Contact Center Teams

Workforce Automation for Back Office Teams

Process Automation for Contact Center Teams

Related Posts

Business executive looking at his call center metrics on a clear tablet Contact Center Customer Service Metrics That Matter - The customer service metrics that matter most to a contact center depend on the organization's specific goals and objectives. However, there are some customer service metrics that are universally important, regardless of the company's size or industry. What Are Contact Center Metrics? Contact center metrics are performance indicators that help organizations track and measure customer…
contact center managers discussing contact center efficiency Management Tips: Contact Center Operational Efficiency - Operational efficiency is essential for any business, but it is especially important in the contact center. There are a number of things that contact center managers can do to improve operational efficiency and better meet the needs of their customers. What is Contact Center Operational Efficiency? Contact center operational efficiency measures how well a contact…