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Ensuring labor efficiency is one way on how high costs per call can be offset. By that, agent utilization should be made ideal. If there is a high agent utilization rate, it follows that there would be low cost per call. And that for all call center operations would be optimal. So how would firms ensure there is labor efficiency? By looking at and focusing at the rate of calls each call center agent makes per hour or per day, the productivity could easily be determined. The more calls agents make per hour or per day, the more productive they become. Some call centers even set quotas per day that should be reached by agents. However, one pitfall of this is the possibility that quality of calls can be compromised because agents are on the rush to beat call caps.

TriVium Systems’ voice recording, quality monitoring, call accounting and call reporting solutions are used by small, medium and large enterprises across the North American marketplace. Its customers span various industries including, but not limited to:  call centers, collection agencies and law firms, financial institutions, insurance, healthcare, educational institutions, government, assisted living and retirement homes, hospitality, real estate and much more. Most solutions are phone system agnostic – they work with IP, digital and hybrid phone system - and can be deployed on single or large multi-location environments.

Other than that, labor costs are also taken against expenses on other operational factors. For example, because call centers basically involved operations using telephony, it is just natural that costs of using telecommunication or telephone equipment and services should also be accounted for. Because call centers are now usually outsourced from third world countries and emerging economies, call costs are usually higher. Those expenses are logically added on top of the costs spent for labor.

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An increasing number of companies listen to recorded calls to ensure that their agents are following certain processes. Call Scoring helps managers handle this process within their call recording software by allowing them to create evaluative and scoring templates. A template consists of various questions that a supervisor can answer while listening to a call. Answers can be either ‘Yes’/‘No’ or can be on a point scale while each question can be given a certain weightage. A number of different templates can be created and applied if the call center supplies services for multiple companies.

TiVium Systems, a leader in call recording and call reporting software, offers Call Scoring, an add-on feature to its flagship SonicView™ call recording software.  This module allows its clients to take their call center quality to the next level. It can automate their scoring and evaluation processes and allow them to focus their training on exactly what each agent needs. By continually training on each agent’s weakest areas, customers will consistently be raising the overall quality bar of their call center.  

Most major businesses use call centers to communicate and interact with their customers on a daily basis. Some companies also use call centers to perform internal functions, such as help desks, retail, financial support and sales support. Information gathered from customer service agents and their interaction with clients can have a huge impact on a Company’s productivity, customer service quality and its ability to compete in a recessionary, sluggish economy where budgets are tight and resources are lean.

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