Description
"Contact Center SLA Monitoring" is an application which helps call centers to improve their customer service level by monitoring agents state and customers calls. The application's administrator is able to assign customers to different categories based upon their number of calls in certain duration; and in turn PC alerts will appear at the agents' PCs when the categorized customer calls. Also the supervisor will be able to receive SMS with SLA updates and/or receive SMS if the number of not ready agents exceeds a specific value.
Features:
- Red alarm is sent to the Agent’s PC when a customer at specific predefined category is calling.
- Ability to integrate with SMS gateway to send SMS when needed.
- Send SMS to the supervisor when the number of not ready agents exceeds a specific value.
- Send SMS with the queue SLA and number of dropped calls every a predefined interval.
- Send SMS if the queue SLA is less than a specific predefined value.
- Manual/Automatic backup for application database.
- User friendly web based administration interface.
Benefits:
Increase Revenue & Decrease Cost of switching:
- By keeping customer satisfaction
Enhance Productivity:
- Of the call center agents by allowing the supervisor to monitor critical Call Center metrics & notify him/her on-spot with any violations.