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Encore CenterPlus
Much more than an agent evaluation tool, CenterPlus allows you to merge work force management, training,
payroll, ACD and MIS system data with advanced agent reviews and statistics. CenterPlus gives you top performing
agents, optimized scripts and systems.
With CenterPlus, agents can easily track their own performance and bonus points on line. A simple interactive
graphical format shows both strengths and weaknesses, with an emphasis on opportunities for improvement. By
reviewing these agent screens and progress, supervisors can follow up with targeted coaching and training that
will deliver maximum results.
CenterPlus has the power to combine data from many sources to produce a truly accurate picture of an agent's
current and past performance. Use CenterPlus Service Observer to record and evaluate agent contacts, either live
or from scheduled recordings
Data Capture Modules
Service Observer: Listen to individual agents' conversations and view their computer screens in real time. Or use
intelligent sampling to record both the audio and data screen for later evaluation. Choose from host control, VOX, or
CTI triggers. CenterPlus Service Observer includes agent evaluation forms that make individual performance
reviews simple, accurate, and objective. The interactive coaching mode lets agents listen to their own
conversations under supervisor control. They'll be able to hear for themselves what's working and how to improve
what isn't.
Workforce Management: Integrate agent schedule data from all popular work force management systems.
CenterPlus holds this information and charts it against actual agent login and logout times captured from your PBX,
ACD, or predictive dialer; or from HR system time card information.
Telephony: CenterPlus captures ACD and dialer statistics to learn how agents handle calls. In addition to login and
logout information, CenterPlus captures talk-time and calls-per-hour, and it integrates with your scripting package
to compute sales-per-hour, sales-per-call, conversions, and a wealth of other information.
Scripting, Call Flow, and MIS: Use Wygant’s powerful but friendly API to feed sales, conversion, issue resolution,
and other contact data directly from your scripting and MIS systems into CenterPlus.
Interactive Coaching: Simple, informative reports enhance the training and supervision process. CenterPlus can
transform your supervisors into super-effective human resource developers, while your agents continue to increase
their skills, knowledge, and enthusiasm.
Callback Coaching: Callback Coach augments traditional voice mail and "pink slip" messaging by intelligently
processing calls when a caseworker or account representative is busy or unavailable. It maximizes caseworker
effectiveness and eliminates client frustration by giving them assured results without having to wait on hold.
Automated Performance Incentives: With CenterPlus, good work and improvement are rewarded automatically. By
monitoring every agent on every contact, both the agent and supervisor know each time a targeted performance
goal is achieved. Incentives can be set universally, by group, by program, or even customized for individual agents.
Undesirable behaviors can be productively discouraged through the same automated framework.
If you have any questions, require more information or a quote, contact Sales at: 1-800-647-7640 or email:
sales@ptelinc.com
Download Brochures
Encore Enterprise
Encore CenterPlus
Encore VOIP
Encore Technical Specs
Encore & CenterPlus are trademarks of Wygant Scientific.
payroll, ACD and MIS system data with advanced agent reviews and statistics. CenterPlus gives you top performing
agents, optimized scripts and systems.
With CenterPlus, agents can easily track their own performance and bonus points on line. A simple interactive
graphical format shows both strengths and weaknesses, with an emphasis on opportunities for improvement. By
reviewing these agent screens and progress, supervisors can follow up with targeted coaching and training that
will deliver maximum results.
CenterPlus has the power to combine data from many sources to produce a truly accurate picture of an agent's
current and past performance. Use CenterPlus Service Observer to record and evaluate agent contacts, either live
or from scheduled recordings
Data Capture Modules
Service Observer: Listen to individual agents' conversations and view their computer screens in real time. Or use
intelligent sampling to record both the audio and data screen for later evaluation. Choose from host control, VOX, or
CTI triggers. CenterPlus Service Observer includes agent evaluation forms that make individual performance
reviews simple, accurate, and objective. The interactive coaching mode lets agents listen to their own
conversations under supervisor control. They'll be able to hear for themselves what's working and how to improve
what isn't.
Workforce Management: Integrate agent schedule data from all popular work force management systems.
CenterPlus holds this information and charts it against actual agent login and logout times captured from your PBX,
ACD, or predictive dialer; or from HR system time card information.
Telephony: CenterPlus captures ACD and dialer statistics to learn how agents handle calls. In addition to login and
logout information, CenterPlus captures talk-time and calls-per-hour, and it integrates with your scripting package
to compute sales-per-hour, sales-per-call, conversions, and a wealth of other information.
Scripting, Call Flow, and MIS: Use Wygant’s powerful but friendly API to feed sales, conversion, issue resolution,
and other contact data directly from your scripting and MIS systems into CenterPlus.
Interactive Coaching: Simple, informative reports enhance the training and supervision process. CenterPlus can
transform your supervisors into super-effective human resource developers, while your agents continue to increase
their skills, knowledge, and enthusiasm.
Callback Coaching: Callback Coach augments traditional voice mail and "pink slip" messaging by intelligently
processing calls when a caseworker or account representative is busy or unavailable. It maximizes caseworker
effectiveness and eliminates client frustration by giving them assured results without having to wait on hold.
Automated Performance Incentives: With CenterPlus, good work and improvement are rewarded automatically. By
monitoring every agent on every contact, both the agent and supervisor know each time a targeted performance
goal is achieved. Incentives can be set universally, by group, by program, or even customized for individual agents.
Undesirable behaviors can be productively discouraged through the same automated framework.
If you have any questions, require more information or a quote, contact Sales at: 1-800-647-7640 or email:
sales@ptelinc.com
Download Brochures
Encore Enterprise
Encore CenterPlus
Encore VOIP
Encore Technical Specs
Encore & CenterPlus are trademarks of Wygant Scientific.