Automated Call Threshold Monitoring System for Call Centres

Constant activities in call centre business are the key in ensuring business profitability in this productivity driven industry. In most instances, supervisors are given the role to ensure that each agent is being productive by the no. of calls handled in an hour or day. In addition, it is a common requirement that seatings in the call centre is always full, to avoid unnecessary resource wastage especially in hosted call centre business.

VEalert is designed to assist call centre managers to be alerted in real-time if there is a sudden drop in interaction by agent. Threshold provides users with the flexibility of receiving alerts based on customized or standard settings. Predefined Threshold Setting provides supervisors with an automated alarm if the activity of an agent is detected below the normal threshold settings after a 15 minute interval. These settings can be customized to accommodate working and non-working hours. The manager can specify the duration of calls to monitor activities by agents based on target quotas. Eg. Agents are required to make 100 calls a day, if any of the agents did not reach this threshold, the supervisor can be alerted via email or netsend, enabling speedier measures to improve agent productivity. The units can be configured to either hour or day for flexibility in frequency of detection.

In some call centres, managers that implement a reward system strategy based on performance, VEalert is utilized to segregate agents that are poor or excellent in handling calls. Managers can specify the minimum threshold value and maximum threshold values in percentage form. A message by Threshold Alarm Monitoring will inform the managers if total duration of the calls is below the minimum threshold value or higher than maximum threshold value. For more information, please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it for access to our product demo.