Adroitent’s Product Engineering services helped a global BPO leader with a Real-time Agent Tracking System.
Key Business Outcomes
Enhanced workforce (agents) visibility & monitoring by 100%
Optimized agent performance by 100%
Enhanced customer satisfaction significantly
About Customer
The customer is a global BPO leader in customer support, providing dedicated agents, advanced technology, and customized strategies for innovative brands. The customer helps to scale and optimize customer experience (CX) through data-driven and brand-specific customer service solutions and has a global clientele.
Customer Challenge
The customer needed a real-time agent tracking system as they were enabling expansive customer support services to large innovative brands. They needed an effective real-time agent tracking system to boost efficiency, improve service quality, and maintain tighter control over their workforce (agents).
Solution Delivered
Adroitent partnered with the customer to develop a real-time agent tracking system that offers many advantages for supervisors, enabling them to manage their workforce effectively. Developing this tracking system significantly improves the supervisor’s ability to manage teams efficiently and improve overall productivity by constantly tracking their activities in real-time. Various features developed help the supervisors to optimize workflows, improve service quality, and maintain high levels of customer satisfaction.
Project Highlights
- Requirement analysis: Adroitent’s team conducted a thorough analysis of the customers’ requirements to ensure the solution met all necessary criteria.
- Framework development: Developed the core VTV platform framework using ES6 and core JavaScript, ensuring robust functionality and future scalability. Integrated Conviva analytics and Adobe analytics and restructured all files and maintained proper folder structure.
- SDK integration: Created an SDK that could be easily integrated with existing applications, simplifying the transition for customers.
- Lite app development: Designed and developed a “Lite App” solution for the customer without their own apps, ensuring quick deployment. Ensured to create new application seamlessly for any new customer.
- Quality assurance: Performed extensive testing across various devices and TV models to ensure compatibility and performance. Custom attributes and metrics changes were tested and deployed t production server.
- Deployment and support: Managed the deployment process and provided ongoing support to ensure smooth operation and address any issues quickly.
Solution Highlights
- Architecture design and development: Adroitent’s team developed a scalable, efficient, and secure architecture for the real time agent tracking system. Teams were involved in the design and development of the architecture of a real-time agent tracking system.
- Database design, architecture, and implementation: A robust database system was developed to handle complex data securely.
- Quality assurance: The testing was done to ensure the system was fully functional.
Technology stack leveraged
The technology stack included DotNet core, HTML, Javascript, Entity Framework, SignalR, Postgres, and SQL.
Features developed
- Live agent status monitoring: Supervisors can view which agents are available, busy, or on break in real time. The system shows agent status and activity they are currently handling; handling a call, resolving a ticket, or engaging in back-office tasks.
- Real-time agent tracking: Supervisors can track the number of calls an agent handles, along with call duration and outcomes, providing insights into productivity along with their shift start and end listings.
- Task assignment and completion: Managers can assign tasks dynamically based on the agents’ availability and track their completion in real-time.
- Agent performance tracking: Supervisors can track each agent’s performance metrics and trends through their shifts, allowing immediate feedback and alignments.
- Alerts and notifications: The system automatically notifies supervisors when agents are handling too many calls or if service levels are at risk of falling below the set thresholds.
- Queue monitoring: Supervisors can see the number of callers in queues and adjust resources in real-time to manage high demand.
- Snoozed agents status: Agents who are on break will be displayed as snoozed users and overshooting of breaks will also be notified to their respective supervisors.
- Service level monitoring: Supervisors can track if service levels (response times, customer wait times) are being met in real-time, allowing for immediate corrective actions.
- Performance metrics dashboard: Real-time dashboards show KPIs like call resolution times, customer satisfaction scores, first-call resolution rates, average handling times, etc.
- Analytics and reporting: Provides reports that aggregate data from agent performance, customer interactions, and call quality to make informed decisions quickly. Supervisors can generate customized reports on various performance metrics, allowing detailed analysis and planning.
Business Outcome
- Enhanced agent visibility and monitoring: Supervisors were able to track agent activities in real-time, which enhanced the workforce visibility and monitoring by 100%.
- Improved workforce management: Real-time agent availability enabled better task delegation and workload management. The real-time agent tracking system optimized the workforce management leading to a better resource allocation.
- Agent performance optimization: Supervisors were able to identify bottlenecks or underperforming agents and provide efficient resources for better outcomes. Data-driven insights helped to optimize workflows and improve agent performance by 100%.
- Improved decision-making: Real-time agent data availability enabled supervisors to make quick, informed decisions, especially during peak times or high-demand situations. The system also helped to assign tasks based on the agent availability and proximity for faster response times which helped in faster decision-making. This real-time data helped to reduce delays, especially in fast-paced environments like logistics, customer service, or technical support.
- Increased operational efficiency: Supervisors were able to monitor agents’ location, activities, and status in real-time, which ensured tasks were assigned more efficiently and resources were optimally utilized improving the overall operational efficiency.
- Enhanced customer satisfaction: Faster issue resolution and improved workforce task delegation contributed to higher customer satisfaction. Real-time tracking ensured agents were assigned promptly, reducing wait times for customers enhancing customer satisfaction significantly.
