Contact Centre Management
Measurement of effectiveness is an integral part of the call/contact centre operation. Algotech offers tools for reporting on the call/contact centre utilisation with tracking incoming and outgoing call numbers, wait times, time of handling the requests, reporting of individual operator performance, and quality monitoring, both in real time and in the form of historical statistics. A tool for uniform reporting is of course available in the case of using more channels.
Reporting is an important tool in the management and development of corporate strategy. It helps not only the strategic management but also the operational planning. It provides a uniform, deep analysis and creation of output reports across all communication channels. It offers the ability to create consolidated reports in real-time with regard to their history upon multi-channel communication, namely in the scope of multiple communication locations, which enables the managers and supervisors to acquire an overview of the contact centre operations from the perspective of the entire enterprise.
Tools to manage and monitor the contact centre operations are designed for supervisors and managers. The responsible person has a number of historical and online data, including the possible prediction. It is also common to make use of wall systems (large-size screens or dashboards) for displaying statistics in a graphical form, such as a pie chart.
Our offer:
- Administration tools for call/contact centres
- Tools for managing the contact centre operations
- Tools for measuring efficiency in the processing of incoming or outgoing requests
- Creation of reports on the operation of your call/contact centre, tailored to your needs
Benefits:
- Increased efficiency of the call/contact centre
- Monitoring the utilisation of the call/contact centre enables to respond to the current situation and make immediate decisions
- Historical information and overview of the call/contact centre effectiveness are a means to create business strategies and plans for future operation and use of the call/contact centre
- Possibility to pay the employees based on their efficiency and work done, such as the number and speed of handling the customer interactions
Chosen products: BCMS, CMS, IQ, OA, ACE
