Call Center Software - Does My Business Need It?
Call Center Software - Does My Business Need It?
Ten years ago most businesses would not have considered owning call center software for their business telephone system unless they had a true call center environment. The cost was absolutely prohibitive for any other application, but with recent technology advancements it's now time to ask, "Should I be using call center software for my company?" The financial case for doing so is overwhelming in several new market niches.
The definition and the perception of what a call center now is has dramatically changed in the last ten years. It is no longer just the large outbound telemarketing rooms or the huge inbound customer service centers that qualify. Many small call centers are essential profit centers for their companies, and many others are classified as "non income producing" overhead that are absolutely vital to their smooth operation and business model.
But how do I know if am running at peak efficiency? How do I know if I am understaffed or overstaffed? How do I know who is producing and who isn't? Are my customers as happy as they should be? Do I really need a full time person to manage a small operation? Not knowing the answers to those questions could cost a company dearly.
When you take a closer look at what call center software reporting and management tools can cost effectively bring to an organization, a whole new set of questions come to mind.
- How long do my customers REALLY wait on hold? Are my reps picking up in a timely fashion?
- What are the most calls in cue that I get at one time?
- How many or what % of abandoned calls do I have?
- Do I lose calls due to excessive hold times?
- What is the average length of call?
- How long does it take to "wrap up a call?"
- Who has the longest average call length? My best agent or worst? Why?
- How do I know if I am properly staffed?
- How do I know if my call center has trouble?
- How do I solve it?
These are questions only large call centers with proper management tools could have answered in the past. With new cost effective technology, more and more businesses are looking to software solutions to streamline their operations and answer the essential questions that can differentiate them from their competition. The person that is answering the phone or placing the call for a company costs much more than the actual call itself, so it is imperative to understand how one's resources are being allocated. Being overstaffed one person could pay for software many times over in a single year. Being understaffed could be costing a company a tremendous amount of business and repeat business because of frustration and substandard service levels.
If the axiom holds true that "I can't manage what I can't measure," being able to measure the business KPI (Key Performance Indicators) is essential. Here are some additional questions businesses use to consider if Call Center Software would be a benefit to their operation:
- If I could recruit talent elsewhere in the country without the additional office space or overhead, yet maintain the same management tools and quality of service, would it be beneficial?
- Is there an associated cost per customer? (Knowing this will help justify my ROI)
- Do my clients know about additional services and products I am offering? Would a message playing while they are in cue be appropriate to create awareness and upsell?
- Are there highly profitable new products I want my clients to know about?
- Is measuring outbound sales call volume important?
- What happens if I lose my best agent because they are frustrated with my infrastructure or processes?
- How much does it cost me to train a new representative?
- How will that affect my operation?
- How much does it cost me to lose a client?
- How much does it cost me if I lose my biggest client?
- What is my actual call volume?
- How good of a job does the person answering the phone do? Can I record their calls for verification and training purposes?
- Are per minute toll free number charges attached to inbound calls? If I can reduce my average length of call and hold time 20% per call, would that assist customer satisfaction and cost control?
- Are my representatives able to visually see, as well as management, exactly how they are performing in comparison to their peers via an electronic wallboard? Would that be beneficial?
- What, if anything, do my customers complain about? Is it possible that other customers have the same complaint? How do I solve it?
If you have ever asked any of those questions or really need to know the answers to them, a telecom software solution may be right for your company. As a guide, always ask if the cost of not knowing the answers to those questions outweighs the cost of the software solution itself. As always, it is recommended you consult with your telecommunications professional to assist you in your search, as there are many options.
Contact Center Anywhere
The Oracle Contact Anywhere Center is a multi faceted product that allows your business to place calls, and to intercommunicate far more efficiently with your customers, this highly organised package allows you to use such tools as telephone, chat, email and web recall as well as queuing and routing of traditional calls. The software also allows for Predictive Dialer to be utilized as well as IVR and recording of both in and outbound calls. These features will enable your agents to be much more cost-efficient in their operations and will be able to stay on top of their workloads much more easily.
Your agents can be based at any location in the world with this system allowing for even greater coverage, and will be at the forefront of customer service and consumer interaction. Your supervisors will have greater freedom of movement within the system and be able to monitor much more effectively. The administrators will be able to accommodate any changes immediately and can also change things in real time. This will allow for greater movement and superior management of the whole system and everyone using it will be up to date on happenings at all times.
If you value add to this program with ProStar CRM will allow you to have the absolute plan of action to you customer service needs, you will have the Call Centre Ondemand at your finger tips. This will in effect have a far greater impact on your overall profitability and enable you to maintain the absolute in customer service and call center output. You won?t get multi site control like this with any other system on the market and this allows for your organization to move ahead at the front of your competitors.
The tools involved here are very user friendly and your agents will be able to interface and exploit the inclusive customer fundamental interaction and be at the cusp of their profession, this will in turn make it easier for the whole team to follow up and make those all important return calls, or transfer calls, all in real time. This system also enhances the malleability by extending the contact center substructure with the inclusion of remote agents and service people. All users will have access to the same system therefore keeping them all on the same page- so to speak, and this only heightens the overall structure of your professionalism.
The Oracle Contact Anywhere system allows you to use the tools by delivering only the best in customer service and also allow your agents the flexibility to work from anywhere and letting them work in remote and local positions. This gives you the business edge as your organization has the ability to cover large tracts of the globe from anywhere you desire and at anytime you need to. Keeping everything on a single system only makes for easier and more professional management to take place and will reduce the amount of time constraints that other systems place on administrators.
Financial and Strategic Planning
In attaining your goals within your call center you must be able to gain a coherent approach to your strategies over you financial planning. To ascertain exactly where your business is heading you must have set goals to achieve along the way. The IEX Corporation has partnered with Bay Bridge Technologies to present the industry's design of contact centers; this will pave the way for further discussions and the ability to have access to data from within the industry. Along with Center bridge you will be able to rapidly create and easily deliver weekly, monthly, yearly and multiyear planning scenarios that will help you ascertain just where you business is to head in the future.
Gaining access to the questions that you have regarding your businesses direction and planning is easy with Center Bridge. They will be able to provide solutions to questions such as:
- How do we ascertain the correct servicing levels and the operational targets to be able to increase profit levels?
- How do we decide that we need to engage more employees? And at what level?
- How will this new application affect my bottom line?
- What effect will a revolutionary new training system have?
- How will service levels affect the ASA if the call volumes modify?
- Is there a genuine cost to drop-off?
To improve the quality and the overall confidence Center Bridge will help you to contour your planning needs to streamline the overall effect. This system is made for multi users and will enable you to make the business decisions that you have to make to put changes in planning in place. Across you organization Center bridge will allow you to make the consistent designer modifications that will shape your business needs, such as, forecasting, historical reporting, budgeting, staff planning and consistency in your business planning. So in this way you can meet the requirements of your business and have better stronger plans for the future.
With predicting the world trends of business this program will further enhance the overall planning contingencies that you will encounter, using further tools as, distinct effect simulation technology and the use of patent pending modeling in the shape of your organization. This will allow you to handle the contacts in your center and you can then base them on your routing, advancement strategies and unequaled queuing, this then allows for better and a higher rate of accuracy on the performance delivered across your business when compared to Erlang supported spread sheets and unquestionable analysis tools and the standalone simulations and techniques available to you.
Overall this system will deliver a useful tool or tools in the planning of your business direction and you can only move forwards with a system such as this and it will allow you to put into place the necessary changes to further your business interests and ascertain the direction of your business. With budgeting requirements taken care of and the overall planning and world class analysis being done for you by this system you cannot go wrong with it leading you in the field of your endeavors.
IEX Total View Workforce Management
This software package will give you a focused platform on which to assist you to build your business in your interaction centre. It will successfully help you to plan and also forecast your schedules and become much more proficient and professional in your business. It will give you real time information in planning and managing the function of the people in your business activities, and it makes data transference across your business coherent and much less time consuming.
This software will give you and your contact centre exactly what it says it will, you will be able to access and provide information at a moments notice and you will be in total control over everything in your commercial activity. You will be able to deliver only the best in service and follow ups that your competition only dreams about doing and at the lowest possible cost.
The Total View Central part of the software will give your complete autonomy over your whole network and will give you a coagulated, effective control over your workforce, enabling to manage your centre more proficiently. Programming, prediction, preparation and day to day direction will become so much easier to you with this software. You will be able to attain those targets and KPI's you have been aiming for.
The Advanced Features of this package will give you far superior and even greater performance in you customer centre than you have had to date. This will not only make you more competitive it will enhance your call back and follow up rates to a level that will make your organization a leader in its field. It will provide your business with sophisticated operational challenges that tend to plague operators of customer centres and will have you on top of these situations that you deal with when associating with numerous agents.
This software will enable you to build on the current skill base within your organization and multi skill your existing agents, plan, forecast, multi media, adherence suite and web station are only some of the feature that are available to you. You will find an inclusive and proven system for managing your business needs in your customer centre.
IEX is the feature provider of software that will only serve to enhance your overall business success and will supply you with a product that is of world standard and a proven software system which is configured to make sure of your success in your business. They have thousands of customers worldwide who are well satisfied with the software and are using it to the best of benefit in their business endeavors.
Inbound Sales
The Oracles Contact Anywhere Call Centre is a very useful tool for inbound sales and marketing, the amalgamated software mixture is used for its solution based routes calls which are supported by the agent in real time. This is especially beneficial if you are operating in different time zones as it allows the agents in these other areas to operate in real time and within the same software program. You can distribute your calls and contacts based on the following criteria, language, the time of day, maybe the skill type, the product, or geographical location. This all combines to one very useful package and enables the agents that are specified by this call types to respond quickly and efficiently. This way you can be in constant conversion to a sales opportunity of each correspondence, be it telephone call, email, fax or inbound call.
This allows your agents the freedom to work from home or office and gives the freedom of movement within your organization. You can get very good long distance rates with this kind of package and you can also view the type of call or of the completion of this and also wrap up metrics. In this way you can be up to date on happenings within your business and you will know immediately on how each agent is performing.
Customer satisfaction is the number one key in this business type and remains very high on the list of 'must dos', as your customers are what drive your business this will be the focal point of your business plan. Customers need the up to date information in order to make the informed choices they have to make in order to keep up return custom, this is where inbound sales are very important as when the customer is contacting you they are serious about the products that you offer.
With this system you can stay on top of the many inbound calls your business receives on a daily basis and keep abreast of the many changes that take place every day as well. Having so many channels of communication makes this an important option and having the system that can handle so many types is very important to your success. In this way you can have agents monitoring the inbound sales queries that come to you in many different forms.
Being able to create reports on your inbound calls is very important as well as you need to know which advertising campaigns are working and which ones need a boost or changes are to be made. So to keep ahead of the competition is very important to your success and you need to know certain things about the types of customers that call your company and what are the mainstream type questions or information that they seek? All this is possible with the right system and the Oracle Contact Anywhere Call Center makes this possible to achieve.
Keeping track of inbound calls is very important and the trends need to be mapped in some format so they can be analysed and the results will give you a definite point on which to focus your business goals.
Preview Dialer
The latest product to hit the market is the Preview Dialer; this system makes making calls to customers so much easier and with far more efficiency. Simply select and click on a phone number in the list and place the call. You can even create a call list of prospective numbers from an import list or one of your own CRM databases. You can as manager select specific lists for your agents to call and monitor the flow as well. The preview dialer system is a powerful management tool that will enable you to keep track of all those calls and keep on top of productivity.
There are many facets to these great management tools, with this program you can keep track of all calls and analyze your advertising programs the number of calls an agent has to make, and also the lead generations that are so important to your business.
So if you are looking for an answer to your management problems you should probably consider this program as a solution. It is a web based program that will improve the win/ loss ratio and monitor your account activities as well. You can track those customers and improve work flow, and it can be up and running quite quickly to leave more time for the important aspects of your business. Imagine having a tool that can enhance your market profitability and being able to give your sales team the ability to make more and better informed decision making capabilities.
This program for the IT manager will produce results in being able to consistently deliver the utmost in customer service to your clients, and you will be able to simply and easily monitor all the necessary business functions of the commercial enterprise. It will be fully integrated into the existing web based programs you have and will open source for easy customization with your current system.
You have the flexibility with this system to easily transform this program to open source and on premise readying, so if you need changes, which happens in successful businesses you can upgrade with complete security and peace of mind that this system will deliver.
You have the option of twenty four hour completely secure access in and from anywhere in the world, all you require is a web connection and a web browser. You do not have the hassle of installing anything you only need access it from your system.
You do not have the need of having an administrator or extra IT support, and one price covers everything, from the application to the support and upgrades, you can save thousands with this one and easily managed system.
ProStar Network
Calling all inbound and outbound RFQ's, if your organization requires call center services, or telemarketing services the ProStar network will fit into your business plan quite well. Having been developed in 2001, it consists of a group of knowledgeable call center operators who are well versed in maintaining the highest possible services to their customers. These operators can establish support networks and assist in your organization whether you make ten calls per day or if they be measured in the thousands. To outsource your services is a sound business decision and one that will enhance your standing within the industry. It doesn't matter if you need in or outbound services, order taking or customer support these can all be well taken care of for you.
Setting up a call center can be very costly and time consuming. If you take the ProStar network option your business can start to build your turnover from the first day in business. This can only be for your benefit and peace of mind to allow the Network to function for you in this manner. This will allow you to get on with the tasks your business has to operate smoothly and efficiently as you take advantage of the benefits of outsourcing. Many businesses prefer to do their calls in this fashion and many companies from the smallest operations to the bigger Fortune 500 organizations will do the calls in this fashion.
Getting a quote for this is a simple project and you can select from a range of services, from order entry, customer service, CRM, Help desk, consulting to mention but a few. these options can have your business operating in no time and can offer only the best in service. Add your budget figure and how much training you think the operators will need to gain the appropriate product knowledge to be able to smoothly sell your product. Do you currently outsource your business calls? How long have you been in business? These are some of the questions asked when filing for a quote.
This type of service will only enhance your standing within your given business range and you will be able to have a professional air to you calls and customer service very quickly and relatively hassle free. This will ensure a smooth transition into the outsourcing of your projects and will allow you to concentrate on your business needs and requirements.
So, think about this as an option and ask for a quote, you may be pleasantly surprised when you weigh this up against the price of setting up your own call center. The many options that are available with this service are numerous and will only serve to enhance the overall service that your organization provides. This service is available from anywhere in the world as well, so you are to be well taken care of not matter your location or business type.
TotalView Adherence Suite
If you run a contact centre, you will be aware that the success or failure of your business relies on how well your customer service agents perform and whether they follow their schedule correctly. If your agents stick to the schedules they have been given, they will be much more productive and therefore you do not need to keep hiring new staff.
The TotalView Adherence Suite from IEX Corporation offers you the chance to monitor agent progress and activity without any real effort. You will be able to plan your schedules a lot better as well as cut costs and improve customer service.
There are many advanced features with this programme, but the most popular and the most useful is the real-time adherence function. This feature actually compares an agent's activity to all current activity so you can actually make sure that all of your agents are following their schedules at any time during the day.
There is nothing complicated about the system. Once you have logged on, if anyone is not on schedule, that person?s name will be highlighted so that you are aware. It is up to your how you deal with it, but at any time of day you can log on and check. You will be able to view an overall summary of each agent?s performance levels and with all of the information in front of you; you have access to all areas of your agents? work levels at a glance.
You will quickly be able to see which agents are not performing as they should be as well as those who require more training. It is not uncommon for agents to think that by avoiding becoming available they will not have to spend time receiving new contracts. You will be able to pick out the lazy agents immediately and take the appropriate action.
This Adherence suite also allows you to find out which agents are consistently late for work or take longer breaks than they should. It will divide the hard workers from those who survive on the back of everyone else. You will be able to perform all of the above actions from one single screen which lets you compare the agent?s schedule with their actual performance.
You can set your own customised preferences which can be sorted by a number of criteria including scheduled activity and agent name allowing you to display the most important information first. If you have agents who require extra monitoring, you can tag them so that their stats are always displayed first.
There is an historical adherence feature which enables you to print a report of for the previous few days comparing performance indicators and activity. You can quickly see which department is working the hardest and which needs to work a lot harder. Both the Real-time and historical adherence tools will help you to improve you business and of course you profits, while at the same time improving levels of customer satisfaction.
You are able to hold each individual agent responsible for their own actions so no longer will they be able to hide under the cover of their team.
Total View Central
Your workforce in your contact center is very much the biggest single asset that your company has invested time and money into. These are the people at the coal face of your industry and they work with your customers representing you in all that you offer your customers. In a sense they are the single contact point for your business success and they hold the destiny of your success in their hands. So it is only good sense that you provide these same people with only the best tools in which they can carry out their set tasks in representing your customer service and you should take the opportunity to invest into these resources to help your people in their endeavors to achieve success in their roles.
The Total View Workforce Management From the IEX corporation which happens to be auxiliary of the NICE Systems Ltd, and they supply a all-encompassing and single method to further enhance the viability of your contact center. By enhancing the all important operation, integration, resourcefulness and streamlining the more time consuming tasks at hand this system will modify your commercial activity to deliver only the best in customer service, which is what drives your business.
With tools available such as, a forecaster to allow you to creates very correct and precise and also with the ability to lessen the amount of time that is spent analyzing the reports. The highlight of this system is the self adjusting algorithmic which produce a detailed and projections of you contact volumes.
You also have access to a planner which will enable your company to deliver only the best and up to date information and service, with this in mind it is also possible to accomplish set tasks which can be very hard to do in today?s high pressure market place, but this tool allows you to do it with ease.
Schedule you plans around your business rules to further enhance the profitability and allowing you to determine the way in which your center operates. This scheduler makes the task very easy to use in drag and drop format so thereby reducing the amount of time taken to complete each task and leaving more time for the important tasks.
Even you best plans are subject to be changed within the call center environment which has ever changing needs, with the Total View system this can be achieved with relative ease and with minimal fuss. This is imperative to allow your staff to stay abreast of the changes and to be able to keep up with new happenings as they arise.
Specific reporting is a tool that you cannot do without in this industry and you must be able to do this whenever the need arises, the systems allows for this to transpire and you will be able to create the needed reports when you need them.
You must have flexibility to be able to fully manage and tend to multi site aspects of your business and this will further allow you to manage the system from within you central management point. This can be achieved by a virtual contact center making possible to maintain the system across a broader range of locations.
This is a fantastic management tools for use in the large or small contact center making it adaptable and user friendly to be able to better manage your agents from wherever they are in the world and this will enable you to keep on the pulse of your business partners as well.
TotalView Outsource Manager
In recent years, it has been common for call centres to move their operations overseas as a result of cheaper services and other business needs. However, some companies have found that although they are saving money, the service quality has seriously decreased and many customers are not happy. It can be very difficult to ensure the same quality at a lower cost.
TotalView understand that outsourcing should actually be an extension to your business, not an independent body. It is vital that you keep the same level of coordination you had before the department was outsourced as well as excellent communication so you are aware of what is going on without you.
The TotalView Outsource Manager programme from IEX Corporation gives large companies a way to manage outsourcing without having to waste too many hours worrying. It helps to simplify the information exchange process which can often be difficult when dealing with an outsourced part of the company.
Outsource Manager is actually more like an extension of the TotalView Workforce Management system. It has many of the same features but has been specifically designed for any outsourced call centers. It can be customized to suit your needs and features such as the daily management one allow you to coordinate the running of your entire business while still overseeing the entire process.
Sharing information can often cause many problems when part of your division is outsourced. This programme will notably reduce how much manual effort you have to put in to collect and distribute information and will also speed the whole procedure up. This means that decisions can be made a lot quicker and staff can be notified of changes almost immediately.
IEX SmartSync technology computerises all information exchange between TotalView and external programmes. It is possible to share data on staff, schedules and performance levels to make sure that everyone is working from the same facts.
It can be very expensive to monitor the performance of your outsourced team but by installing Outsource Manager, you will see a huge reduction to the cost as well as saving you a lot of time and effort. You get to view your in-house and outsourced teams at the click of a button and can compare results and previous years. This lets you make the necessary changes as well as see what improvements you have. You can be sure that you will never be overstaffed and can actually cut staffing costs because you can actually get rid of unneeded resources and paper trails.
You will have a much better understanding of your business?s requirements which helps when it comes to evaluating your outsourcing supplier; but this understanding does not come at the cost of anything else. There is no need to sacrifice anything when you use Outsource Manager. It will do all the hard work for you.
TotalView Outsource Manager is designed to specifically aid call centres when choosing outsourcing suppliers as well as ensuring that you keep control over your business. You will save money, time and effort allowing you to focus on more important tasks.
Total View Small Center
Be it small or large your contact center will face the same problems and management problems, and to the small operator these problems can seem very large indeed. You need the tools to be able to ascertain such things as forecasting, monitoring, analyzing, and to have the ability to create and maintain exact schedules for your agents to be able to follow. These tools are imperative to your overall business success, and the Total View system offers a solution to your management problems. Overall the effective service that is delivered in a smaller operation may indeed be more important than that of larger counterparts.
The Small Center system available from IEX gives you the flexibility of management of your call center and the ability to answer your needs in this highly competitive market place. Being relatively low priced makes it attractive to the small operator and the benefits gained are well worth you investment. This system is tailored to meet the needs of the operator that has 100 or fewer agents and is constructed on the reliable and established technology from Total View.
The tools you can expect to be able to utilize are as follows.
You will have the ability to forecast your workforce management and with the added ability to create these in high accuracy terms, so your agents can work with complete security of knowledge that the information is up to date. You will have the access of patented algorithms that are self adjusting and the peace of mind that goes with these features.
To be able to efficaciously plan your companies direction and the ability to present far better service, while avoiding those unnecessary costs that are now a part of your business, and are maybe much more difficult to manage. This planner will enable you to assess the potential for change within you organization and the ability to service your goals and explore the trade offs of other plans.
Scheduling is a must for any size call center and this tool allows you to forward schedule and to be able to specify the direction in which you want your business to head. And further to this it allows you to make better use of your agent?s time and will let them make those management decisions based on up to date information. The instantaneous effect that this can have on your staff in great and they will have everything up to date in front of them and will be able to make much better use of their time. Dynamical changes to the system are available to help keep your staff focused and on the job. This system will only serve to make the working environment much better with you being able to set automatic updates to the system.
Contact centers are ever changing places and you will be able to maintain an invariable presence with the changes that you have to make and the ability to give forward-looking changes whenever the need arises.
This is complete system that will only improve your agent?s performance and give you complete peace of mind with the changes that you have to make a manager over the system. This will improve the overall performance delivered by your call center and you will be able to deliver consistent and up to date service at all times. Licensing for up to 100 agents and it is an entirely turnkey system that allows for instantaneous access to get up and running quickly.
The TotalView Vacation and Holiday Planner
Managing contact centres is a mammoth task and even more so when you have to manage staff holidays and days off. You need to make sure that you have enough staff covering the phones and make sure that you keep the delicate balance between keeping staff moral up and not allowing holidays to affect your operational costs.
The TotalView Vacation and Holiday Planner enable you to simplify the whole process, from selecting possible holidays to approving the entire workforce?s time off. This will save a lot of administration time and allows you to set rules for all of your call centre agents giving them more control over their paid and unpaid leave.
This programme is designed to cut down on operational time and ensure that you will have enough staff to cover the call centre every day of the year. It gives your call centre agents the chance to ask for holidays through an online request service which will approve the days automatically if the call centre is adequately staffed.
The TotalView Vacation and Holiday Planner do not just cover holiday requests. It is also possible to use it for managing sick leave and personal leave each which have different rates and different restrictions. There are rules which can be set so that you cap the number of agents who take time off each day and also you have the ability to monitor the amount of half-days and early finishes each staff member has.
Another unique feature of this programme is the ability to customise it for each area of the call centre. Obviously different departments have different needs so each location can be managed separately.
Call centre agents can view the holiday request screen individually which allows them to see which dates are available. They are easy to use and will not let anyone book a holiday if there is not enough cover for them. It is up to the agents themselves to make sure they book their holidays well enough in advance so that they can have the leave ? It works on a purely first come first serve basis.
There will obviously be some people who miss out on the dates that they wanted because they booked them too late, but this is the same with or without this programme. However, it is possible for those who missed out to place themselves on a waiting list in case the dates become available. If somebody does cancel their holiday, as a manager you can customise the way you deal with this. You can set it so that the first person on the waiting list automatically gets the dates or you can reserve it and give it to which you choose to.
Once you install the vacation and holiday planner, you will immediately see how much of your time is freed up. There is no need to personally deal with individual holiday requests or queries so you will have more tie to spend on the running of your business.
At the end of the day, holidays are important to everyone in a workplace and it is important that everyone has a fair share of annual leave. By installing this programme, you are ensuring that your employees take an active role in booking their preferred holiday dates.
TotalView WebStation
The TotalView WebStation programmes is developed by IEX Corporation, a sub-division of NICE Systems Ltd. The programme has been designed to give call centre agents and supervisors access to work schedules and work targets through their own web browsers. It is even possible for agents to trade schedules over the internet (according to the rules you define of course). Many of the scheduling tasks have been computerised improving the productivity of your business and therefore, overall profit. WebStation is very easy to install, use and maintain.
TotalView WebStation not only benefits the supervisors and managers, agents are also benefited so therefore it boosts staff morale and encourages more productivity. The agents are able to give them control over their own schedules and as long as they keep within the rules, they can trade with other agents if their schedule doesn?t fit their agenda. The displays are automatically updated and are even available in a number of languages.
Supervisors can oversee a paperless office and can then see their own agents? schedules online and anyone not performing is highlighted. They automatically get told about any changes in the schedule and because of the increase in data received are able to manage a lot more efficiently.
There are a number of excellent features which include the ScheduleViewer which allows agents to view their schedules daily, weekly or monthly. It also allows them to view any changes. They will receive automatic messages when something has changed so there is no excuse for not taking note. There are also pop up messages which remind all agents of any changes they are involved with. In actual fact, the agents are then automatically impelled to view and acknowledge schedule changes.
As a manager, you would use the schedule viewer to see that al of your agents have acknowledged the changes in schedules and also to keep an eye on them. For example if you run a very large company, it is very difficult to personally keep tabs on all of your agents. However, with this feature all of the information you need is right in front of you on one screen, with details literally a click away. If agents call in sick, you can be automatically notified so you can monitor the days off.
Another unique and very popular feature is the StatsViewer. This is a built-in performance management device which displays every agent?s statistics both past and present. You can check in real time so you can immediately see whether their performance levels need to improve. There is a reporting function which allows you as a manager to print out reports generated by targets and work performance. This information can then be used in training.
The whole purpose of this programme is to streamline you business and get rid of useless paperwork and cut down on data entry time. It will help your agents and the supervisors of your business to be more productive and let you get an overview of your entire workforce.
There are a number of other useful features which help to make this product a necessity for so many businesses. With the development in technology and the advancement of many contact centres, you need to ensure that you stand out for the crowds. Improve customer relations, staff morale and efficiency in one simple to use programme.
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Improving Contact Center Service and Performance
