Agent Outsourcing

Improve quality, automate metrics and communicate process changes more effectively.


Manage outsourced agents more effectively

Outsourcing can save you a lot of money and hassle - but it can also create problems. Researchers have begun to look into the common challenges that impact a company's outsourcing success: high rates of turnover, inconsistent data and reporting, compliance issues, and the impact of high customer expectations.

With Merlin Guides, agents do the right thing at the right time, every time. Through Merlin's many features (interactive guides, FAQs, links, and notifications) managers are able to provide in-the-moment support to all agents.

This increases their ability to meet and exceed customers' needs. In particular, the interactive guides are available to agents 24/7 and are accessible every time they complete a task -- this allows them to train and perform within the actual software programs they use each day, helping to increase productivity and decrease agent turnover.

Features & Benefits:

  • Ensure agents don't miss a step in your process and are following each step correctly along the way.
  • Process changes are instant and easy to create and share
  • Up-to-date access to engagement metrics and compliance notifications analytics
  • See which agent did which task, when they started, how long it took and if they finished the task as well

More on Employee Outsourcing:

Ready to stop your team making mistakes?



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