Telescan announced the release of an enhancement to Spectrum Charts – a feature of the Spectrum system that enhances the ability to analyze system and agent performance. Agent labor cost is the single largest expense in the call center and these new charts, which are accessed via a Web browser, let Spectrum users schedule more precisely and quickly adjust staffing to meet call volume. Spectrum Charts also allows for more accurate agent evaluation and validates agent performance metrics.
According to Todd Kamp at Business Centers of Missouri, “Just in Beta testing we’ve identified multiple issues with the way we were staffing and operating. Now that I have this feature I know the exactly what the agents are doing or not doing.”
Spectrum Charts is one of many features included in the Spectrum system with software Release R1-14.