• Improved agent's productivity, since less time is needed to complete a call
  
• Customized customer service as calls are automatically rerouted and flagged
  
• Realized cost saving from economies-of-scale and resource sharing opportunities
  
• Developed methods to measure agent and center performance
  (wait times, busies, abandon calls)
  
• Extended operations without added to staffing levels
  
• Optimized center performance by dynamically adjusting staffing levels to demand
  
  
  

What TCA Can Do For You

• Assistance in selecting equipment, networks services and software
  
• Facilitate the simplifying and streamlining of workflows and business processes
  
• Design and layout equipment rooms and work spaces
  
• Determine operating parameters and system thresholds based on desired service levels
  
• Optimize agent queue size and determine overflows and rerouting schemes
  
• Design local and wide-area networks and connect remote (telecommuting) agents
  
• Configure management software to statistically measure agent or center performance