iTRACS >> Products & Solutions >> Call Centers
Call Centers
Challenge: Long information services team response times due to the inability to find user locations.
Solution: Speedier response times, increased productivity, and overall cost savings using iTRACS Physical Layer Manager with iDiscover. The ability to visually see where a user is located and how they are getting service to their location cut down response times significantly.
iTRACS Products: iTRACS Physical Layer Manager with iDiscover
Details: Call centers employing several hundred people within a single building, supporting thousands of calls per day are quite common. Call centers could include customer service, technical support and outsource. In most call center environments, it is essential for employees to take as many calls as possible and resolve issues quickly.
iTRACS was recently involved with a call center whose IS team’s response time was high due to the inability to identify the location of an employee, after the employee notified IS via a trouble ticket. It is incumbent upon the IS group to resolve the technical issues of call center employees to enable them to be available on line. Employees can usually be located by a cubicle or call bay ID. However, often times moves and changes on the floor are done without the corresponding documentation being updated. Most IS members spend up to one-third of their response time just looking for a user based on where they remember last seeing them. Also consider high turnover within this type of environment.
iTRACS was able to implement a solution to provide complete control of their call center management center which allowed the IS team to auto-discover the physical location of connected devices. The iTRACS iLocator feature within the iTRACS Physical Layer Manager software displays pertinent information regarding location and trace on the screen of their Help Desk application. As a result, call response times were drastically reduced, productivity increased and the overall cost savings was paramount.
