HORSHAM, Pa., Jan. 14 /PRNewswire/ -- NCO Group, Inc. ("NCO"), a global provider of business process outsourcing services, announced that it developed and implemented Insite(SM), an innovative, proprietary, web-based suite of call center management tools. Insite provides decision support for call center performance optimization and is closely tied to the coaching tools NCO uses to boost account representative/agent performance efficiency, as well as overall effectiveness for its clients. The system can generate a consistent view of performance and opportunity across the enterprise and ensures that NCO provides top tier performance on behalf of its clients.
In addition, Insite provides an objective source of performance measurement data for agent skill development, coaching, and incentive plans. It provides scorecards to measure the effectiveness of our call systems strategies, and it gives our agents the tools they need to drive their own performance improvement.
Furthermore, Insite provides tools to optimize the call system strategies that drive customers' bottom line, whether the goal is to increase outbound list penetration or to staff appropriately for inbound call volumes. By integrating with inbound and outbound call systems, payroll, time and attendance, scheduling, and CRM platforms, Insite provides a consolidated view of agent performance and gives NCO the ability to identify development opportunities and non-productive behaviors in every call center agent.
Insite allows NCO to identify development opportunities based not on static goals, but on the levels of performance that have been achieved by top performers. NCO is able to "drill down" through the data to identify changes in workflow processes that may be affecting agent performance.
Commenting on the importance and effectiveness of Insite to NCO's call center operations and client satisfaction, Vice President of Outsourcing Vania Lively said Insite is a key asset to the company, and allows NCO to serve its clients more effectively.
"Insite is not only a wide-ranging performance management tool we use to drive results, but it also helps to define the culture in our centers," Lively said.
Added Senior Vice President of Performance Optimization Kevin Lindauer, who was instrumental in the implementation of Insite at NCO offices:
"Insite gives NCO yet another tool to help the continual transition of the collections industry into the digital age,'' Lindauer said. "As our representatives are evaluated based on performance, Insite is a valuable tool we use in ensuring we have the best representatives working accounts on behalf of our clients."
For more information on Insite, visit http://www.ncogroup.com.
NCO Group, Inc. is a leading global provider of business process outsourcing services, primarily focused on accounts receivable management and customer relationship management. NCO provides services through over 100 offices throughout North America, Asia, Europe and Australia.
SOURCE NCO Group, Inc.