POWERFUL CALL MANAGEMENT DELIVERED ON-PREMISE OR VIA THE CLOUD & AWARD-WINNING BUSINESS ANALYTICS
Contact Centre Analytics
Contact centre analytics | Supervisor control | Agent console | Staff resource optimisation
Tollring Contact Centre Analytics
Tollring contact centre analytics and management control tools are ideal for informal contact centres and teams.
Do you have an 'informal' contact centre?
Do you take orders over the phone?
Do you make sales calls?
Do you offer telephone support?
Do staff undertake credit control by phone?
If the answer is ‘yes’ to any of these questions, you have an informal contact centre, no matter how many calls are handled each day.
Live contact centre analytics coupled with historical trends provide real customer intelligence, helping businesses to gain efficiencies and optimise staff resources.
Contact centre analytics for supervisors
Supervisors are able to monitor and manage individual agents or contact teams.
Contact centre reports deliver up to the minute agent and group analytics including total calls, queue and call statistics. Agent analytics provide summary and detailed information on availability, status and punctuality.
Group reports allow group performance parameters to be displayed on desktops or wallboards.
Staff modelling tools enable supervisors to review past performance and use 'what if' calculations to forward plan shifts to optimise resources.
Supervisor control features enable supervisors to effectively manage their contact team(s).
Contact centre tools for agents
The agent console has been designed to help agents work productively:
Personal statistics are available for agents to monitor hourly traffic and call type distribution.
Agents are able toview their call history, preview calls and see group availability.
Live calls waiting for their group enables agents to meet customer service levels.