It is a fact that some call centre agents or back office clerks work faster & more efficient than others. Why? If the supervisor or manager can pin point where the delays or inefficiencies are, then those staff members can be shown where they are sub-optimal and provided corrective training. For example, during a call centre call, the agent remains silent for extended periods of time, even though the telephone etiquette and oral procedure is perfect. Listening to a voice recording will shed no light on the reasons for the delays. But looking at the screen recording may reveal that the agent is lacking computer skills and require software training.

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