NEC’s automatic call distributor (ACD) enables Stark Bro’s to provide hourly reports on agent performance, wait time, average time to answer and abandonment rates. We also monitor this data in house to ensure quality service from our call center. In 2002, Stark Bro’s began using NEC’s Global Navigator ACD reporting software to track call activity and agent performance. Global Navigator measures and reports the performance of individual representatives, CSR groups, pilot numbers, individual trunks and trunk groups. Global Navigator can support up to 12 call centers in an ACD environment. The data collected helps Stark Bro’s optimize resources and CSR productivity while reducing wait time for customers.

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