Operational execution of an adherence program has a direct impact on ROI.
If customer care agents fail to convert calls into chronic dispenses, there is unwanted ‘waste’ in the process.
The performance of each customer care agent needs to be tracked, managed and recorded. Big screens displaying performance statistics, live in-screen operator dashboards, and an HR-like performance management software module ensure smooth and efficient operations, that yield return on investment.
Being able to coach employees and track how they respond to such inputs ensure optimal performance and continued improvement.
Training included with the software module empowers the call centre manager to coach with impact.