Carmine J. CARRETTO - Richmond VA, US Jason FERGUSON - Midlothian VA, US Sara E. FRANKLIN - Richmond VA, US
Assignee:
WELLPOINT, INC. - Indianapolis IN
International Classification:
H04M 5/00
US Classification:
37926506
Abstract:
A method for improving call center performance. The method includes the steps of, for each call, collecting data comprising: date, supervisor, associate, and a categorization as to single, last, or transfer; summarizing said data on a periodic basis by supervisor, associate, and percentage of single, last, transfer, and stream, wherein percentage of stream is the residual after subtracting said percentage of single, last, and transfer categories; and presenting said summarized data to supervisors to provide feedback on the effectiveness of said supervisor's call coaching of associates. A system for enhancing call center performance is also provided.
Dr. Franklin graduated from the University of North Texas College of Osteopathic Medicine in 1998. She works in Austin, TX and specializes in Family Medicine and Aerospace Medicine. Dr. Franklin is affiliated with Saint Davids Medical Center.
Name / Title
Company / Classification
Phones & Addresses
Sara Franklin Secretary
D & D Doors Garage Doors · Doors
1791 Hwy 78 NW, Monroe, GA 30655 3406 Winder Hwy, Jefferson, GA 30549 (770)2071436