FAQ

Here are the questions we get asked the most in relation to Agent00

Why should we reward agents for doing what they are supposed to be doing anyway?

Let's be blunt with you - "If you always do what you always did, you'll always get what you always got"!! You are reading this because you want your contact centre to do better. Studies consistently suggest that rewards are the best motivators - whether you give cash or points or time off - and recognition comes very close behind. Secondly, with the proven results of using Agent00, you will save more money than you will have to use in rewards, by reducing attrition rates, increasing productivity and improving quality.

Why should I motivate and reward my staff - 30% of them leave anyway?

Does this require even more software on our already cluttered desktops?

Absolutely not! Agent00 is a web application so as long as agents and management have browser access on their computer screens, then no further software is required on PC's or servers.

How will you measure the Agent's performance?

The key metrics in Agent00 are volume, quality, and customer satisfaction. Choosing one or more different ways to measure the performance of your agents is readily achieved - it will simply require some adjustments by our IT team and a consequent slightly longer and more expensive integration programme.

Which systems will Agent00 integrate with?

Once you decide on how to measure an agent's performance, you will then identify which internal systems you must have Agent00 integrate with to get the performance data.

How do we transmit data to the Agent00 server?

The ideal scenario is that your system will "push" telephone; data base; HR or other agreed data (depending on the metrics you chose to measure) to the Agent00 servers. A wide variety of methods/protocols is available and most are very simple indeed.

How frequently can your system update Agent00 users' screen view?

The success of Agent00 relies on real-time or near real-time data so that agent's can see their performance and make adjustments. The closer to real-time updates you are able to provide to Agent00, the more effective Agent00 becomes. Performance data updates every 15 minutes is recommended.

How is data transmitted securely?

Agent00 is based on Web Services. Web Services is a technology for transmitting secure data over the Internet and allowing programmatic access to that data using standard Internet protocols. It is not the user interface you see (the buttons and boxes you interact with visually), but the methods that lie beneath the interface that expertly enable web applications to interoperate and integrate securely with all types of data over the Internet, regardless of language, platform or infrastructure device. Web Services make it possible for Agent00 to rapidly connect to all existing data sources that are compliant with Web Services specifications.

Who will host the Agent00 web application?

Agent00 can be installed either as a completely data-centre hosted solution or as a self-contained appliance plug-in behind your firewall. Agent00 is not installed on your servers, which lessens your points of failure and ours.

How long does it take to install Agent00?

Agent00's Web Service architecture is patent protected and designed to install completely and competently into your environment quickly. What does quickly mean? Thus far, Agent00 has been properly installed in production settings within a month. This is of course dependent on cooperation from your IT staff.

How much work is there for our IT Department?

From past experience you can expect Agent00 to need about 40 hrs of directional assistance and possibly some minor coding (depending on the state of your systems) from your IT staff.

What ongoing support will be available to us?

Seasoned Contact Centre IT experts are available 24/7. That said Agent00 is so well designed and engineered it has a flawless up-time history at major companies and there has been very little call for technical assistance from them.