Financial services group Prudential is adding a real-time reporting and analytics tool to its call centre performance monitoring system.

The software enables total and instant visibility and control of its contact centres and 1,800 agents in different time zones and geographies.

Business users can analyse the information and create bespoke reports.

“The system gives us both real-time and historical access to the critical information needed to monitor performance and appropriately manage resources,“ said Prudential planning account manager Al Jeffrey.

“The financial services industry is extremely competitive. Our customers rightly demand a high level of service and the new system enables us to manage this expectation more effectively,” said Jeffrey.

The software was provided by supplier Exony.