Call Centre Operation improves customer service

In today’s highly competitive business environment providing outstanding levels of customer service is essential. Strata CTX can give your business the competitive edge by providing a sophisticated call centre operation for efficient customer relationship management.

Strata CTX Automatic Call Distribution (ACD) delivers enhanced call centre functionality such as:

• Prioritisation of calls so that existing or high value customers are placed at the head of the queue.

• Certain calls can be identified and directed to the most appropriately skilled or nominated agent

• Have multiple ACD queues each with its own programmed announcement for differing services, sales promotions and so on.

• Play intelligent announcements letting callers know their place in the queue and the estimated time to answer.

• Use advanced call routing to allow callers to request a specific agent they have dealt with before.

• Use Interactive Voice Response technology to prompt callers for information to direct their calls.

The Strata CTX ACD package offers full call centre functionality for over 360 call centre agents, with up to 180 ACD groups.

Using Strata CTX, a call centre operation is easy to set up for just a few agents or for hundreds of agents. The flexibility of the system means that agents do not have to be seated together, but can work in small offices or even remotely from home.

Flexible ACD operation

Flexibility of operation means that any group of Strata CTX system users can be nominated as ACD ‘agents’. Agents do not have to use a specific extension for ACD operation, but can use any extension of the Strata CTX system. The agent simply logs onto the ACD group by entering an agent ID code on the chosen extension. This allows a high degree of flexibility, as at periods of high demand, workers in separate offices can join the ACD group to cope with a large volume of incoming calls and return to other work when the peak demand subsides.

An agent using a Toshiba handset with LCD display can see how many calls are waiting, the LCD group the agent is logged onto and the duration of the current call. Agents can also press a help key to alert the supervisor to listen in to a difficult call.

In addition a supervisor can see displayed the number of agents currently in the group and the number of calls currently being dealt with. The system can issue an alarm for when calls waiting reach a certain level, or for when the longest current call reaches a pre-determined length.

Management reporting allows a high degree of statistical analysis of ACD traffic allowing managers to evaluate agent performance and also to forecast future system demand based on previous call volume patterns.

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