Call management software
Specifically tailored for call centres, we can offer sophisticated call management software, which provides a comprehensive breakdown of real time call information.
Up-to-the-minute, key call details can be displayed on discreet Windows desktop display or optional wallboards, to provide all staff with an easy-to-view summary of current performance rates of groups, extensions or DDI numbers -for example:
- total calls received, waiting, answered or lost
- current longest waiting call time
- average and longest queuing time
- individual agent call handling activity
- average ring time before calls are answered
- average service time after answering
- individual /group call charges
- warning alarms set against call criteria.
Through easy-to-view summaries or detailed management reports, group and extension activity can be analysed to give immediate evaluation of call traffic and operator efficiency. This functionality ensures that you make the most of your communications resources throughout the day, monitoring and managing traffic capacity to ultimately enhance your customer service levels.
For further information, contact us today.
|