Call center optimization
Call Center / Debt collection
13$
Reduction in Agent Idle Time
7%
Increase in first call resolutions
200+
Calls services by agent per day
Virtuoso Sourcing Group
Multiple locations in USA
Call center operations were not running optimally and first call resolutions were lacking significantly. Agent idle time between calls was exceeding 45 seconds. Proper Turing of call plows, campaign pacing adjustments based on analytical data. has allowed us to gain significant improvements. This has also impacted agent morale as now agents were reaching quality calls instead of constant dead air.
The Challenge
testing this changllenge block
The DBG Solution
testing this DBG solution block
Results & Impact
reduction in agent wrap time. Individual scoring model
Dynamic Biz group has completed a full analysis of out call flows, and implemented new routing and automation. We are extremely happy with execution as it was flawless and timely.
James Thorton
Virtuoso Sourcing Group
Multiple locations in USA
Project Overview
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SCOPE OF WORK
Call center optimization and dialing strategy -
DELIVERY HUBS
🇺🇸 Denver Strategy Hub -
TECH STACK & TOOLS
Livevox, Lattitude Hosted, Microsoft Power Bi -
PROJECT LAUNCH
May 6, 2021
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