My Twinn - The Web-Telemarketing Connection (844 words)

Another benefit of the Web component is the immediate access to detailed reporting. From any desktop at any time of the day, Hickert can see call volumes, number of abandons, call lengths, etc., which helps her plan for the number of agents needed. She can also monitor calls in real time to identify trouble spots, like new scripts that aren't being understood by the agents or missing product information.