Agent Insights | IAT SmartDial® Solutions

Agent Insights

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Online shopping is great. Especially when the site has a handy feature to compare two or more similar products. Then you can confidently make your final purchase online or at an actual store.

You can compare basically any product with the side-by-side feature list. Looking for a new car? Select similar vehicles across models (e.g. Toyota Camry, Honda Accord, Kia Optima) and look at their respective city/hwy MPG, engine size, gas tank, wheel options, headlights, stereo, etc.

You can do this when shopping for a new computer, camera, cell phone, or pretty much anything else. Even candy bars have their own comparison chart.

In business, interviewing potential new hires affords you the same sort of process. Each applicant supplies their own list of features/stats (their resume), which you can then compare side-by-side with other contenders. Having all this data helps you make smarter hiring decisions.

IAT SmartDial helps you evaluate your agents even after they’re hired and on the collections floor. With the agent comparison feature you can pull up a side-by-side view of stats (avg call time, wait time, wrap up time, calls taken, etc) by agent. View the stats as a history or in real-time.

This means you can rely on the facts, rather than a hunch, when you’re trying to figure out why an agent is struggling. Compare and contrast the stats of your best collectors to those currently underperforming to clearly see the differences. Then use the information to help the agent improve. By paying attention to the facts, you can turn all your agents into all-stars.

Get the real facts about what your agents are doing. By using the Agent Comparison feature, you’ll gain insights into your agents’ work patterns, so you can help them improve.

 

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This article was written by Jenna Bowman

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