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Call Management System |
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Supported by the integration of multi-task staff management, the Call Management System provides information and management tools we need to monitor and analyse the performance of our Contact Centre operations. |
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The Call Management System can be used as a database, administrating reporting applications designed specifically for Contact Centres who can receive large volumes of telephone calls and has complex centre operations. |
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The CMS enables us to generate reports and monitor call activities to help determine the most effective and efficient service possible for our clients. We can view live, real-time information and see the immediate results. |
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The Call Management System analyses the skill sets of individual Agents, breaks them down into levels (1 being Specialist through to 6 being the Least Proficient) and stores them in the database. When calls come in to the switch, the Call Management System will route those calls to the respective Agent with the highest skill set in that area. For example, Mark Scott has a specialist skill set (1) in customer service, so when a customer service call comes through the Call Management System it will automatically look for free Agents with a skill set level 1. If a Sales call comes through the Call Management System it will automatically look for available Agents with a skill set level 1 - 2, Mark Scott would not be put forward for this call! If an Agent with those skills is not available the Call Management System will go through the skill levels until it reaches an Agent who is available. |
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Advanced Call Centres assigns fair and honest skill levels to every Agent on all client projects so that the customer will always be greeted by the best and most efficient person to handle their calls. |
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