Need a solution for supervisor verification

[Shweez]

Hi,

I run a small call center, 36 stations, that use server based automatic dialing. We have a supervisor verify ever lead that is sent through. My question is regarding a solution to getting the supervisor to the stations to verify leads. I know that large-scale centers have software that automatically transfers a call to a verifier upon dispositioning it as a lead. We do not have such software, so our supervisors run around the floor taking headsets from calling reps to verify. Currently, we have our people stand up and snap their fingers when they have a lead. This signals the supervisor to run over. This, as you can guess, annoys most people and is not very effective. I need a better solution to this problem. I have thought about putting a revolving light at each station with an on/off switch. The rep would switch on their light when they have a lead. This would be great except if the supervisor isn't looking in their direction, they have to get his attention anyway. I also kicked around getting a closed paging system similar to the nurse call systems that hospitals use. This, however, is extremely expensive. Hopefully someone out there can think of a solution to this before one of my supervisors breaks a rep's fingers for snapping too much :)

Thank you in advance,

Rob

[mlik]

Hi Shweez,

I have just the right type of solution for you.
Its an IP messenger that runs on the local intranet, you just need to highlight the supervisor's name and send a message which will be flashed on the supervisor's desktop with the sender's name.
Its a thin client solution, so you dont need any extra wiring etc as in case of lights and your supervisor wont need to break his neck looking out for the indication.

And because it will run on your LAN, the delay would be negligible.

Let me know if you are interested.

[Shweez]

That would work great, except we are running simple dos terminals that would never handle the software. Even if there was a dos version availabe, our calling software would be running and therefore not allow it to go.

I realize that our calling system is very out of date, but as of now the boss can't afford to upgrade.

Thanks for your reply though, it is a good solution.

If anyone else can think of something wouldn't depend on the calling stations themselves, I'd greatly appriciate it.

Thank you,

Rob