Real-Time Alerts Can Now Be Issued for Schedule Non-Compliance
ST. LOUIS, MO (January 11, 2005) – Pipkins Inc. has added new pop-up alert capabilities to its Vantage Point workforce management software to assist call center supervisors in ensuring that agents adhere to their assigned work schedules. The enhancements to Pipkins’ optional Agent Notification and Real-Time Adherence modules provide additional tools to aid in maintaining service levels.
The system’s Agent Notification module can now be used to send pop-up messages to agents’ computer screens when they are out of compliance for a certain period of time, as determined by the supervisor. This feature can be used to notify agents when they are logged into the wrong queue, not logged on at all, and in other situations that can affect overall operations. This expands the pop-up alerts previously available in this module to issue schedule changes, overtime requests, and general business messages without any interruption to call handling.
In addition, organizations that utilize Vantage Point’s Real-Time Adherence module can now configure that module to automatically generate pop-up alerts to agents who are doing an unscheduled activity, scheduled but not logged in, or logged in but not scheduled. The two modules have been integrated to allow these messages to be sent without supervisor intervention.
In both cases, users also have the option to notify the agent’s supervisor or another individual about the non-adhering activity.
“In the past, call center supervisors were able to determine whether agents were not adhering to their scheduled activities through their organization’s ACD or our Real-Time Adherence module, but they had no tools to correct the problem in real time,” said Jim Hogan, Manager of Customer Care for Pipkins. “We have now leveraged the screen pop strategy we created with our Agent Notification module to enable supervisors to get non-compliant agents back on track in minutes, before service levels are seriously affected. This is an important new aid to keep call center operations running smoothly.”
About Vantage Point
Pipkins’ Vantage Point workforce management software forecasts workload and schedules staff in single or multi-site call centers using a proprietary optimization algorithm, advanced skill-based modeling, and exclusive historical trend analysis that fine-tunes call volume forecasts for special events such as mail drops.
Optional modules are available for Web-based agent access, Web-based time and attendance, and IVR scheduling support as well as real-time adherence monitoring and pop-up agent notification of intra-day schedule adjustments and now schedule non-adherence. Vantage Point is also available through WorkforceScheduling.com, Pipkins’ Web-based subscription service.
Vantage Point integrates with leading ACDs, e-mail response systems and other multimedia queuing devices for data collection across multiple sites and time zones. It also provides a full complement of default and custom reports, with an open system design that allows managers to access call center data using any third party SQL reporting package.
About Pipkins Inc.
Pipkins Inc. (PIPKINS), founded in 1984, is the leading supplier of workforce management software and services to the call center industry. Its Vantage Point product enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. PIPKINS’ systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide. The company is headquartered in St. Louis, Missouri. For more information, visit www.pipkins.com.