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inContact increases agent efficiency of call center firm

Software solutions enable better agent training for top call centers

(Manila, Philippines) – Leading contact center software provider inContact increased agent efficiency of top global business process outsourcing (BPO) firm Sitel, according to Sitel’s recent report, after implementing inContact’s customized training and communications solutions.

Using inContact’s eLearning and eCoaching Solutions, Sitel’s home-based agents have enhanced their training efficiency, improved collaboration with call center supervisors, and reduced training costs within its first six months of implementation.

“We’re continually finding new ways to mean more to our clients and deepen the value we provide while we reduce costs and improve customer service quality,” said Bert Quintana, president of Sitel. “inContact has rapidly proven to keep our home-based agents in tune with the latest industry and product trends, ensuring we’re delivering the highest return on investment, with each and every call.”

Home-based agents completed thousands of eLearning and eCoaching courses, which enabled them to acquire product knowledge and industry best practices significant to meet customer needs, increase conversation time, and accomplish key performance indicators, improving agent efficiency focus and creating immediate value for the world’s most renowned brands through the timely delivery of ongoing education during agent wait times.

Agents have also been found to spend more time on the phone than in training. In addition, creation, management, and analysis of training modules have decreased on the part of the coaches or the training supervisors.

“inContact has always focused on creating technology platforms that would generate customer satisfaction at a lesser cost without sacrificing quality. Our goal is to remove the complexities of maintaining a call center that are flexible enough to change with different business needs,” inContact CEO Paul Jarman said.

In the Philippines, inContact is providing the same opportunities to help BPO companies efficiently manage customer needs and raise customer satisfaction to a higher level through offering cloud-based contact center software solutions.

The company recently announced the expansion of its operations into the country and is currently one of the first contact center software providers to bring cloud-based BPO solutions to the Philippines.

About inContact
inContact (NASDAQ: SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit