See how DVSAnalytics has helped optimize Andrew Wommack Ministries
Andrew Wommack Ministries (AWM) is a Christian organization dedicated to teaching the truth of the Gospel through seminars, churches, radio, television, Charis Bible College and ministry materials it develops. AWM’s headquarters is located in Colorado Springs, Colorado, and the Organization also has locations around the globe including India, Germany, Russia, South Africa and more.
AWM’s contact center receives 1,200 –1,500 calls per day for two departments. One group assists ministry partners with purchasing products and learning more about the ministry. The other serves as a crisis line to assist individuals with immediate needs, prayer and encouragement.
AWM is dedicated to providing the best possible caller experience since every call is an important opportunity to reach out and spread its message. As a result, the Organization particularly focuses on the importance of supervisors consistently and diligently reviewing calls, assessing agents’ skills and mentoring agents.
AWM’s services are vast and calls are varied. Consequently, responding to caller inquiries requires agents to access and develop competency in the use of many different software programs.
“One of our biggest challenges was teaching agents how to navigate multiple software programs, and use very unique processes for different call types,” states Andrew Wertz, AWM Phone Center Operations Manager. “Agents need to be very competent and efficient with numerous applications and varied processes.”
The only way to monitor competency and efficiency, they realized, was to be able to not only listen to recorded interactions, but also to view the associated desktop activity taking place during that call.
AWM selected the Encore Recording and Quality Management Suite because of its smart interface, screen/desktop recording and quality management package. AWM considered four other telephony and recording packages…