Identify problematic areas of contact centre performance, evaluate operator performance, assign each of the operators a different task, and listen to the conversations recorded in order to assess the quality of customer service.
VoIPTime Contact Center provides you with a powerful tool for online monitoring and improving contact centre performance. Take advantage of the information generated in continuously updated reports or review previous reports in Statistics section.
Evaluate contact centre performance in real time
Evaluate problematic areas and respond instantly to any changes using the information provided in four constantly updated dashboards. Review statistics on the whole contact centre or separate group of operators.
Fig. Online monitoring.
Parameter group Resources contains information on the number of operators logged in and their status.
Parameter group Daily Statistics shows the number of incoming, outcoming, and lost requests of any type, average and maximum handling time, hold-on time, and the number of subscribers waiting in a queue.
Parameter groups ACD Statistics and TM Statistics show corresponding statistics on inbound and outbound calls over the following periods, i.e. 5, 10, 15, 30 minutes, 1 hour, 24 hours.
Control operator performance
Control the performance of operators from all existing groups or specific one. You can not only review current operator status, but also deliberately change the status (Ready, Not Ready, Working) or log them out of the system, as well as change the group of the operator. Statistics on the number of inbound and outbound calls handled, average call time and duration of Not Ready status will altogether assist in evaluation of operator workload.
Listen to the conversation
Join in active operator conversation in one of the following modes, i.e. the incognito mode, the prompting mode, and the conference mode.
Complete record of all conversations enables you to listen to a specific conversation at any time you need in order to evaluate operator performance or address controversial issues. A user-friendly filter will help you to quickly find a conversation of the required type and duration. Furthermore, you can listen to this recording on the embedded player or export data to your local disk.
Fig. Selecting the incognito mode.
You can review the list of callbacks created by operators and introduce necessary changes. For example, you can assign a callback to another operator or change the priority, date, or time of callback.
Control handling time
The system enables real-time monitoring of inbound and outbound call routing based on certain companies, Callback, as well as Web chats. Information can be updated automatically every 5 seconds, in case of reviewing on a timer.
Fig. Telemarketing monitoring.