Arrangement for motivating telemarketing agents

Details Arrangement for motivating telemarketing agents Arrangement for motivating telemarketing agents

G - Physics

06

F

G06F 15/00 (2006.01) G06Q 30/00 (2006.01) H04M 3/51 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2053745

In an ACD system, motivational feedback information, such as the cumulative number of bonus points earned, is displayed on agents' terminal displays. The information is real-time, up-to-date, and substantially continuously displayed. It combines an objective, quantitative measure, such as the number of calls handled, and a subjective, qualitative measure, such as a quality factor representing a supervisor's evaluation of the agents' observed performance in handling calls. Illustratively, the per-call quantitative measure is multipled by an agent's presently-assigned qualitative measure to arrive at the per-call number of bonuspoints earned by the agent.

ans un système de distribution automatique d'appels, l'information de rétroaction motivationnelle, telle que le nombre cumulé des points de bonification gagnés, est affiché sur les terminaux des agents. Cette information est affichée et tenue à jour en temps réel de façon essentiellement continue. Elle combine une mesure quantitative objective, telle que le nombre des appels pris en charge, et une mesure qualitative subjective, telle qu'un facteur de qualité représentant l'évaluation par un superviseur de la performance observée chez les agents dans la prise en charge des appels. Par exemple, la mesure quantitative par appel peut être multipliée par la mesure qualitative du moment affectée à un agent pour donner le nombre de points de bonification par appel gagnés par l'agent.

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