IRIS
The IT-enabled services arm of Mphasis BFL group, Msource, has announced its
decision to use eShare dialer. This is for the servicing of its out-bound calls,
a product, which heightens efficiency and accuracy of the service provided by
call center agents to their customers.
Msource India CEO, Milind Chalisgaonkar, said that the unique features of a
technologically advanced product such as eShare will further add to the
company`s capabilities for servicing customers more efficiently. It also helps
increase employee morale and productivity and enables them perform at ease while
enhancing the quality of the service provided by them. Implementation of this
product will strengthen the company`s competitive position within the industry.
A key feature of the eShare dialer is individual agent pacing, which maintains
statistics on each individual agent and dials phone lines when the agent would
be ready for another call based on the agents own call history.
The alert feature notifies the agents when the eShare system is going to dial
for them. It also has the facility to extend the call and the system postpones
dialing for that agent for a period of time that is defined. This reduces the
instances where the customer has to be put on hold or hung up on, thereby
increasing opportunities for quality customer contacts.
Source: myiris.com