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IONTAS LAUNCH AGENT FOCUS WEB AT CALL CENTRE EXPO
Iontas, a progressive software development company based in Ireland, is pleased to announce the launch of Agent Focus Web, the latest version of its Agent Focus performance management product for call centres. The launch takes place at Call Centre Expo 2001, held at the NEC in Birmingham on the 9th and 10th of October 2001.
Iontas developed Agent Focus to measure the performance of call centre agents and the applications they use. By monitoring the agents' PC activity, the software produces a variety of reports ranging from management overviews to detailed tracking reports. Screen recording, control and playback are also included in the product. Agent Focus Web has the same functionalities of Agent Focus, with the addition of a customisable Web-based component, which allows all call centre staff to access information at the appropriate level.
Agent Focus helps call centre organisations to remain competitive in the current economic climate by ensuring effective use of resources throughout the call centre and addressing key issues such as staff utilisation and operational efficiency. Agent Focus delivers the information required to make informed decisions in these key areas through a series of drill down reports presented via an intuitive Web interface. Recognising that improving productivity starts with people, Agent Focus Web enables everyone within the organisation to measure and improve their own performance.
Agent Focus is already providing tangible business benefits in a number of major European call centres, including ESAT Telecom (BT Ignite), Stream International and Conduit Europe. Denis Creighton, Group Operations Director of Conduit Plc, claims, "The use of Agent Focus has provided Conduit with the ability to monitor key performance criteria enabling us to improve agent efficiency and maximise revenue from our directory enquiry services. Additionally, the software has reinforced our IT policy, as well as identifying training requirements and ensuring the level of quality our customers expect."
The key benefits of Agent Focus Web include:
- Improved staff productivity and utilisation: Agent Focus promotes higher productivity by helping call centre staff identify areas of inefficiency and lost time. The availability of Web-based reports extends the full reporting capability to all users without the need to deploy additional software.
- Reduce operational costs: Detailed historical logs aid quicker resolutions of IT support issues, shortening downtime while tracking application usage. This helps identify those employees most in need of training, ensuring minimum disruption and ultimately reducing costs. The Web-based component greatly simplifies the deployment and maintenance of Agent Focus within the organisation, further reducing operational costs.
- Activity based reporting: Agent Focus allows managers to monitor agents' activities during a work cycle and helps them see where there are problem areas or areas of outstanding performance. With the introduction of Agent Focus Web and encouraging agents to monitor their own performance through incentivisation, the level of motivation, productivity and moral can increase dramatically. Ultimately, staff turnover levels can decrease and customer satisfaction will rise.
- Improve IT Security: Monitoring desktop usage allows IT managers to reinforce IT security policy and ensure computer resources are used for their intended purpose. Agent Focus Web includes drill down reporting, allowing access to both high level issues as well as more detailed reports of these issues. Desktop monitoring increases user awareness of the need for IT policy compliance.
