Inbound calls are often the first measure of activity for a business. Whether they lead to sales or customer service fulfillment, it is crucial that any business is able to measure and analyse the volume of calls at any point in time.
How long are call waiting times? How many calls are lost?
Which numbers are being called? How many calls are made out of hours?
- Callstream provide secure access to a real-time, online reporting suite that will allow you to tailor management information reports to your business needs and access the data whenever you require it
- Added peace of mind is provided by Callstream's operations team who are alerted by the system to any non-operating numbers, proactively identifying and resolving issues with suppliers on your behalf
In addition to providing management information, Callstream solutions aid performance improvement within contact centre environments.
- Once the call is placed with an agent, recording technology hosted in the network is activated and the recorded conversation securely stored as digital code
- This data can be sent via email for review or measured against predetermined call scoring criteria
Understanding how the customer perceives their interaction with your business is often difficult and time consuming, but can lead to valuable insights for improving individual agent performance or the service overall.
- Callstream's automated customer satisfaction surveys allow the caller to opt in and take the survey away from the operator resource
- Callers are invited to respond to automated questions and their answers are digitally stored to form feedback reports
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