Call Design Products Workforce Optimisation VQalert

VQalert™ Workforce Optimisation

Agent Alert Tool

More than ever before, contact centres increasingly have to do more with less and find ways to get the most productivity out of their staff on hand. Getting agents to adhere to their schedules can reduce costs, improve productivity and boost customer satisfaction. VQalert™ goes beyond real-time monitoring of schedule adherence by empowering agents’ to “self-adhere” – helping to reduce out-of-adherence issues and improve overall contact centre performance.


VQalert™, by Call Design Pty Ltd©, leverages Aspect Workforce Management’s scheduling capabilities by providing agents reminders of current and upcoming schedule changes on an individual basis. By streamlining communication of schedule information, VQalert™ helps keep agents’ compliance on track and eliminate adherence issues before they become a problem.


VQalert™ includes is a real-time warning system designed to remind Contact Centre agents about upcoming schedule segments such as breaks and lunches as well changing work segments. It empowers agents to manage their own time without having to be managed by a team leader, enables greater acceptance of the entire adherence process, as well as improves contact centre performance with less physical agents staffed.

 

  • Tightly integrated with Aspect eWorkforce Management, VQalert™ provides unique features that include:
  • Pop-up reminders that let agents know of upcoming breaks, lunches, work, and any other schedule segments.
  • Full audit trail reporting showing receipt of message when agents reacts to reminder-ensuring trust in the system to be accurate.
  • Broadcast feature provides agent group notification and messaging options that can alert employees to any last minute changes, Contact Centre notifications, or any other broadcast messages.
  • Web links to intranet for product updates and eLearning content.
  • Fully configurable to allow any mix of icons, colors and time frames.


And if your centre uses the Real-Time Adherence capabilities found in the Aspect Workforce Management – Perform enhancement package, VQalert™ delivers enhanced benefits by reducing out-of-adherence alarms and the time team leaders spend on adherence monitoring - giving them more time for coaching and supervision.