Atirakshit

I will give example of services industry, when in a contact center you keep on receiving call after call and need to minimize the time it takes for one agent to log off and another agent to login. We defined a set of instructions to follow... 1- Wrap up the current call, while explaining the rating process, initiate computer log off. 2- while transferring call for quality check complex system log off... 3- disconnect call and log off from telephone system 4- Next agent initiates system login, 5- while system log the user in, connects headset and logins to the telephone system using their code. 6- ready to receive the call. Using this stepwise method we reduced the avg handover time from 6 mins to 2.5 mins