Track performance of contact centre SLAs
Ensure IVR is configured correctly to verify call connection and path to agent.
Ensure agent is being presented with correct on screen data and prompts to reduce the number of internal transfers and AHT.
Verify that calls are being correctly logged in the CRM to verify accuracy of information with outsourced contact centre environments.
Independently measure and verify the length of time a call is waiting to be answered by an agent. This is beneficial for monitoring and measuring SLAs with outsourced vendors.