Call center coaching equipment

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Call center coaching equipment #125342 10/13/05 03:51 AM
Joined: Apr 2005 Posts: 153 Hamilton, Ontario, Canada TRONIC1 Member
TRONIC1 Member Joined: Apr 2005 Posts: 153 Hamilton, Ontario, Canada	Hello all, I have a customer asking for a piece of equipment so that a call center supervisor could listen in on a new agents conversation and mute the other end from hearing while the supervisor coached the new agent. Anybody heard of such a device. TIA John Beer, sure I'll try one

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Re: Call center coaching equipment #125343 10/13/05 07:25 PM
Joined: Mar 2001 Posts: 3,869 Los Angeles, CA Old blond hippity hopping Bunnie Member
Old blond hippity hopping Bunnie Member Joined: Mar 2001 Posts: 3,869 Los Angeles, CA	I think this same issue came up on the Toshiba board. Check there. I know how to make this work easily, I just don't know how soon I will find someone to make a working model. Bunnie, [email protected] THE Bracha, old blond specialist in Rube Goldberg solutions.

Re: Call center coaching equipment #125344 10/14/05 01:31 AM
Joined: Apr 2005 Posts: 153 Hamilton, Ontario, Canada TRONIC1 Member
TRONIC1 Member Joined: Apr 2005 Posts: 153 Hamilton, Ontario, Canada	Thanks THE Bunnie, I'll check that out. John Beer, sure I'll try one

Re: Call center coaching equipment #125345 10/14/05 03:32 AM
Joined: Apr 2005 Posts: 145 Newton and Milford NJ Johnthephoneman Member
Johnthephoneman Member Joined: Apr 2005 Posts: 145 Newton and Milford NJ	7.0 software has unsupervised call monitoring but I'm not sure if the supervisor could coach... This feature is a sales opportunity for new regulations on certain industries such as collection agencies. Communication Essentials Newton, NJ

Re: Call center coaching equipment #125346 10/14/05 12:21 PM
Joined: Mar 2001 Posts: 3,869 Los Angeles, CA Old blond hippity hopping Bunnie Member
Old blond hippity hopping Bunnie Member Joined: Mar 2001 Posts: 3,869 Los Angeles, CA	Can you tell me how many people need to monitor/feed info to a sales person and how many sales people would need to be fed pitches? For instance, is it training new people where one manager would monitor up to ten people and feed any one of them a tip? Would it be multiple supervisors needed to feed tips to any one of a couple hundred people? Thanks, Bunnie [email protected] THE Bracha, old blond specialist in Rube Goldberg solutions.

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