Individual solution concepts from IP Dynamics can relieve agents in the contact center and significantly increase productivity and employee satisfaction.
In contact centers, it often happens that the workload is distributed “unequally” among the individual agents. The reason for this is usually the distribution algorithm of traditional solutions, which takes into account parameters such as “availability” and “skill level” of the agents, but not the individual workload. This often leads to a feeling of “injustice” among employees and can turn into frustration. Last but not least, productivity suffers as a result.
The IP Dynamics solution concept ensures a fairer distribution of the workload among the agents. The service employees are divided into two groups. The “overflow group” contains agents who have handled more requests on average than their colleagues. Agents who have handled fewer calls on average are assigned to the ” allocation group”. When an incoming call is received, the algorithm now allocates it within the allocation group. If no agent is available in this group, the call is forwarded to the overflow group so that all requests can be answered quickly.
This ensures that employees are relieved of heavy workloads, while at the same time increasing their satisfaction and productivity.
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