CALL CENTER

Efficient and organised customer service

Based on practical experience and customer feedback, we have been able to develop an optimal, customised programme to meet the needs of a modern call centre. Our product offers all-round support to include the monitoring of daily communications with clients. It is an important tool for those who are instructed to receive emergency calls, those who pass on technical advice or information, or offer other customer friendly services.

 

Application for the agents

The application automatically informs the agent of the call or the telephone number, making the call more time-efficient. The application sends comprehensive telecommunication checks and provides sophisticated monitoring of conversation and compiles individual and group statistics to the call centre agent. In addition, it allows access to important information via the screen.

 

Application for the supervisor

…offers genuine-time monitoring of all elements (calls, queues, groups, agents). In addition, a detailed statistic report - constructed via Excel in either chart or diagram form - can be either imported or exported.

Manager and call centre manager can, in conjunction with the application, optimise the full and immediate processing of each phone call, monitor the level of service and volume of call and act to resolve any unforeseen disruption.

If necessary, the manager is able to intercept and take charge of the call. The following options are available to define and monitor work undertaken at the call centre:

• the preparation of instructions for each separate day,
• the preparation of held calls,
• the preparation and passing on of appointments,
• the monitoring of relevant statistics e.g. the number of unanswered calls, the number of calls, average and total length of calls, time spent waiting…

 

TIPS FOR SUCCESSFUL WORK

The recording of telephone conversations is a powerful source of understanding and learning and therefore an indispensable tool within staff training. In addition, the recording of such conversations can provide important evidence in relation to orders placed over the telephone. Statistical reports are a valuable tool within the planning of expected performance (or targets), the compilation of invoices, the monitoring of individual projects and in particular, the agent’s work. The construction of home workstations can reduce the cost of drafting in emergency staff.