Synthesys Call Tracker
CallTracker is specially designed for use in service call centres and help desks, where calls often require follow up actions. In service call centres the initial telephone conversation is only the beginning of a sequence of events.
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Supported Technologies
Windows 95/98/ME,
Windows XP/2000/NT
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enquiries@noetica.com
+ 44 (0) 207 326 8500
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Additional Product Information
What is CallTracker?;CallTracker is specially designed for use in service call centres, where calls often require follow up actions. In service call centres the initial telephone conversation is only the beginning of a sequence of events. For example, there may be a need for an engineer to be called or for a doctor to be paged. CallTracker prompts agents with follow-up actions and manages the processes needed to resolve the call as effectively as possible. It also gives an overview of outstanding calls and their current status, providing a monitoring tool for agents, supervisors and managers.;The right follow up action every time;Once an agent has finished the initial conversation with the customer and further action is needed, the CallTracker window appears on the agent?s screen automatically, allowing a structured sequence of events to unfold. The agent is prompted with predetermined actions, in order to resolve the call. ;The call centre management sets up in advance the follow up procedures that determine which actions the agent is prompted to make. These actions are specific to the type of the initial call. Action prompts can include outbound calls, increasing the priority of the call, referring to web based help pages and holding a call for a specified time period.;Save £££££££££££££££££££££££;Every action taken is recorded by CallTracker, which gives a clear and up to date picture of calls needing further attention. CallTracker records each attempt made to make contact and resolve a call. This is essential for billing information as the following example shows:;Let?s assume that It takes an agent five attempts to reach an engineer. This costs your call centre money in phone calls and agent time. If you only bill the customer for one attempt, you would need to absorb the costs related to the four unsuccessful attempts. Assuming it takes 30 seconds to make each unsuccessful call, the cost just in terms of wages, of the additional four attempts is about 25p. If you look at it from the point of view of lost opportunity, your agent could have been answering other calls - two minutes lost time could be worth £2. If you don't track every attempt it's like throwing money down the drain.;Intelligent and Appropriate Advice ;CallTracker provides a sophisticated rota system for on-call personnel. Such rotas can be easily set up and maintained for each call type. This means CallTracker only presents the agent with contact information for personnel who are currently on duty and available. ;CallTracker rotas are able to assign on-call personnel according to their skill set or geographical location. For example, one rota can be set up with only engineers? details and another with managers. So if a customer needs an engineer to be sent out to them, CallTracker automatically presents the agent with the nearest available engineer?s contact details. ;Automated Dialling ;When Call Tracker prompts the agent to perform an outbound call this is only one mouse click away. This on-screen dialling facility can be used for paging, SMS, email, telephoning and faxing. (link to CTI) One key advantage of Synthesys CallTracker is the automated group paging facility, which allows a selected group of staff to receive a page simultaneously. For example a group of doctors or engineers can be alerted in an emergency situation. ;Web based help pages can be associated with the CallTracker and agents can be prompted to use these help screens. Within the help page an agent can click on a suggested contact and Computer Telephony Integration (link) can be used to dial the number automatically from within the help page.;Search for Calls and Filtering;Agents can search, filter and review calls, including actions previously taken to resolve them. Archived call information is available for the agents to access and notes can be added if necessary. The search function can be used to examine previous call details when there is a query. This can be extremely useful when customers have a problem relating to a previous call. In such cases, the agent has all the information immediately available to quickly resolve the situation. ;Supervisors can perform advanced searches for calls based on various criteria. For example, call can be searched by agent, campaign, date and time and so on. This can prove to be an invaluable tool in the fine-tuning of a call centre?s performance.