A 40 seat outbound sales floor
Supervisors could not see the floor. Live monitoring turned coaching into something that happens mid-call.
Supervisors had no visibility, with no way to know who was dialing, who was idle, and why conversion varied so widely between agents.
What we builtLive monitoring with listen, whisper and barge, campaign dialing with dispositions, agent leaderboards and a wallboard on the floor's big screen.
The storyForty seats, and the only way to know how a shift had gone was to ask. Supervisors walked the floor and formed impressions. Conversion varied enormously between agents and nobody could say why, because the good calls and the bad calls disappeared the moment they ended.
Campaign dialing was the first change. Agents stopped choosing who to call and started working a list, with a disposition on every outcome, which meant the floor's output finally became a number rather than a feeling.
Live monitoring was the change that altered how the floor is run. A supervisor can listen to a call in progress with nobody knowing, whisper an answer that only the agent hears, or merge into the call when a deal needs them. Coaching moved from a review meeting the following week to the moment it matters.
The wallboard on the big screen did something nobody had planned for. Once the queue and every agent's state were visible to the whole floor, the arguments about who was taking calls stopped on their own.
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Read itWant results like these?
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