OpenSpan provides solutions for Contact Centers, ERP & CRM Integration, Risk, Fraud and Compliance, BPM/BAM, etc., 
OpenSpan provides industry specific solutions for Insurance, Banking/Financial Services & Telecom. 
Why is Contact Center Productivity so
Important?
Virtually every organization has a customer-facing arm that delivers sales, customer service or technical support services using telephone, online chat, social tools, fax and other communications channels. When these contact centers (or call centers) are in-house, they can represent a sizable portion of the organization's workforce. And while they are often a significant source of revenue, they also represent a considerable operations expense, due to the associated personnel, training, IT infrastructure and support requirements they generate. As a result, an entire science has emerged around the monitoring and measurement of agent efficiency and contact center productivity. Managers track and report on a variety of metrics and key performance indicators to assess call center efficiency and determine how to improve call center performance while at the same time tightly managing costs.
Call center optimization efforts are not limited to in-house operations, however. The business process outsourcers (BPOs) that provide similar customer management services are measured just as rigorously, creating a highly competitive marketplace where the market leaders are judged on both contact center performance, and their ability to deliver exceptional customer satisfaction.
Call Center Optimization with OpenSpan
When the call center is not performing at the level you expect—when metrics like AHT and FCR are difficult to achieve, or sales are lower than projected, or customer satisfaction is down—you need the ability to quickly improve call center quality. OpenSpan's desktop analytics and desktop automation tools are the call center software solutions you need to rapidly improve processes in a way that leverages your existing personnel and systems investments.
With OpenSpan, you can begin improving call center quality and performance in just days or weeks. Perhaps you have already identified an inefficient manual task that can be automated, or a critical but error-prone process that could be improved by giving agents onscreen, contextual guidance. With OpenSpan you can quickly implement those process improvements for immediate ROI. But the value doesn't end there. After initial improvements have been made, OpenSpan's desktop analytics capabilities will continue to provide you with valuable information about agent processes and efficiency, supporting a longer-term goal of continuous improvement in your call center.
OpenSpan's call center technology makes call centers better. We can help yours, too.
Learn More About Improving Productivity in the Call Center:
- Enhancing the Customer Experience
- Call Center Process Improvement
- Improving Call Center Agent Performance
- Improving Call Center Performance Metrics
- Increasing First Contact Resolution (FCR)
- Reducing Average Handle Time (AHT)
- Improving the Agent Desktop
- Streamlining Call Wrap-Up and Eliminating After Call Work
- OpenSpan for Business Process Outsourcers (BPOs)
