Contact Centres and Customer Engagement

A contact centre is measured to two decimal places and built in whatever space was available.

Occupancy, average handling time and abandonment are tracked to the minute. The floor those numbers are produced on is usually specified by desk count. Then the customer hears the neighbouring agent's call, the agent raises their voice, and handling time moves for a reason no dashboard will ever explain.

Get SECCOM to measure the real ambient noise at agent positions on a working floor at full occupancy, at no cost. Measured at 3 p.m., not at 8 a.m.

What you get. A measured noise figure per zone, a seat pitch and acoustic treatment derived from it, and a call path whose failover has actually been tested against the carrier.

Where SECCOM stops. Workforce management, scripting and quality scoring belong to the operation. SECCOM delivers the floor, the call path and the recording those depend on.