Tools Target Call Center Efficiency

 
 
By Dennis Callaghan  |  Posted 2003-09-15 Print this article Print
 
 
 
 
 
 
 

Siebel Systems Inc. is providing solutions designed to help call center operations.

Siebel Systems Inc. is providing solutions designed to help call center operations that will soon be hamstrung by National Do Not Call Registry regulations and that are often troubled by high employee turnover rates.

The San Mateo, Calif., developer last week introduced two packaged software offerings designed to improve the performance and effectiveness of call center and sales personnel.

The offerings, Siebel Contact Center Performance Solutions and Sales Performance Solutions, are focused on increasing the skill levels and capabilities of customer service and telesales employees. This will help companies improve customer service and realize new sales opportunities from inbound calls, Siebel officials said.

Both solutions include capabilities to help companies evaluate organizational costs against performance, communicate organizational business goals to employees, provide training and career support to minimize employee churn, and measure employee performance to reward success, Siebel officials said.

Siebel Contact Center Performance Solutions measures service metrics such as total handle time, call abandonment rate and first-call resolution rate, as well as income metrics such as revenue per agent, cross-sell rate and operating expense per agent.

These performance indicators are presented using role-based dashboards, which managers and agents can access.

Performance can in turn be linked with compensation and bonuses. The solution includes features for computer-based training, which can be done during slow periods, and tracking to judge training effectiveness.

Sales Performance Solutions has similar metrics for monitoring sales representatives performance, including number of sales calls per week, total pipeline and close rates. Sales managers can monitor these metrics and intervene when necessary, and reps can use them to set goals.

Sales Performance Solutions includes a unified help desk for sales reps, designed to assist them with sales operations, IT and human resources so that they can spend more time selling and less time on administrative tasks, Siebel officials said.

Siebel Contact Center Performance Solutions and Sales Performance Solutions are available now as optional modules of Siebel CRM or as stand-alone packages.

 
 
 
 
 
 
 
 
 
 
 

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