In the business and the public sectors, the use of call centers take up a specific purpose. These call centers can help a company take the next step down its road to success, or it can mean getting valuable information out to the people who need it most. When a call center is being used to help rake in the money for a particular company, or provide jobs to a particular area, there are a couple of different things the company needs to do in order to make sure the center is going to be profitable.
One of the top ways a company can make sure its call center is running at peak efficiency is to have the latest and greatest software solutions at its disposal. That is why Fifth Third Bank is forming a partnership with Workflex Solutions. Workflex offers up intraday call center software which Fifth Third Bank can use to get a better handle on its scheduling and how its employees are using their work time.
“The ability of WorkFlex to automate many of our manual workforce administration processes reinforces our commitment to delivering high quality service and responsiveness to both our customers and our employees,” said David Gottmann, senior vice president, Contact Centers at Fifth Third Bank.
People often overlook the very real need of a call center to operate at peak efficiency in order to be worth the time and effort it takes to establish them. If these centers are losing the company quite a bit of money, especially when talking about areas that should be easily fixed, it just means that the company’s higher ups are going to lose sight of why the center is needed. By making sure that the company has software available to monitor several cost areas, Fifth Third Bank is taking steps to make sure that its call centers are productive and useful at all times.
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Edited by Brooke Neuman