BusinessPhone: Call Center Supervisor
Windows-based management software
BusinessPhone
Call Center Supervisor is a Windows based software package with powerful
and adaptable tools for the administration of call centers. The package
provides a supervisor with support for monitoring and assisting call
handling agents. It also collects, analyses and presents data so that call
center management can identify patterns and view overall performance
without reading dozens of detailed statistical reports. Using BusinessPhone Call Center Supervisor, the manager is provided with the information needed to determine callers needs, expectations and tolerance to queuing, the nature of the load on the system, how agents are performing, call patterns, call costs and revenues.
The means of achieving this is to identify key performance indicators. Such indicators might include average value of a sales call, customer satisfaction, service level, percentage of abandoned calls, cost per call, error rate, forecast and actual call load and staff numbers, adherence to schedules, and average call handling time.
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Jesmond, Newcastle upon Tyne, NE2 1QU.
Tel: (0191) 209 4444. Fax:(0191) 209 4455.
E-Mail: dcsl@digital-com.co.uk