Prior to adopting services with NocTel, Pick-n-Pull’s legacy handsets and headsets did not provide good voice quality from the agent’s side to callers. Worse, in a densely staffed facility callers would often have difficulties hearing the speaking agent due to being overwhelmed by ambient background noise. With the transition to Polycom handsets, featuring Acoustic Fence functionality and HD Voice quality, callers now clearly hear their agent with none of the background noise. The upgrade in hardware also reflects in call recording quality as supervisory staff no longer strain to understand what is being said by their agents.
With the implementation of web content driven wallboards, reporting, and web app for supervisory staff, questions relating to what the contact center is doing right now and how it was performing historically were now easily answered at a glance. With the Flow web app, agents are able to work efficiently without taking their attention away from their workstation where Flow manages the agent’s calls and presence and multiple other workflow tools. The handset is still present, but the need to know how to fully operate it is abstracted away.
Unexpectedly, call volume reports over time revealed that while a large number of valid callers were calling Pick-n-Pull numbers, many were not completing the caller menu steps to reach call queues and agents. Pick-n-Pull decided to simplify caller menu options to not present too many options, layers of options, and shorter messaging. This resulted in an increase of callers successfully reaching queues and connecting with agents.
Prior to reporting on contact center and agent performance, Pick-n-Pull’s reporting provided only rudimentary information. Agents were only classified as busy, available, or not available, which did not capture nuances in valid activities agents could be engaged in. With Flow Reporting, supervisory staff were able to query on organization defined status activities for the agents, teams, and overall. This enabled management to make better informed decisions regarding staffing size relative to normal call activity and seasonality. Agent call metrics also allowed managerial staff to better coach agents on their performance, calling out trends over specific intervals like average talk time over a week and even specific calls which occurred more frequently than desirable that were too long or short. This reporting capability in conjunction with Flow’s functionality to allow supervisors to locate, playback, and notate agent calls improved supervisor workflow in assessing agent performance in review.
In the course of Pick-n-Pull’s partnership with NocTel, large amounts of collaboration have and continue to take place. Particularly, Pick-n-Pull’s managerial staff have contributed largely to expansion of standardized reporting and UX as Flow Reporting became succeeded by NocTel Insight reporting. Likewise, NocTel continues to work with Pick-n-Pull to identify new ways to improve their efficiency, reach business goals, and implement operational initiatives.
Adapting to a majority and quickly a fully remote operation can be a huge undertaking that may not be effective fully even given the proper urgency. Pick-n-Pull was able to move rapidly from consultation to proof to implementation in the span of a few days. Pick-n-Pull's overall success is heavily attributed to the firm and rapid response by IT and leadership, and the understanding NocTel is not just a services provider but a close partner with intimate knowledge of operations.