Allowing multiple contact methods (telecom, email, voicemail, chat, instant messaging) gives your customers a choice when communicating with your organization. Today’s office systems are not only numerous, but can be overwhelming when it comes to retrieving data concerning agent and customer interactions. Bell Services West gives you the information you need to manage your systems and your staff. We extract key activities such as voicemail logs, time clock entries and call records, providing you with near real-time data. You are alerted when there is a problem, failure or delay on any of your communication systems, both incoming and outgoing.
Keeping track of performance and service level trends is easy with reports customized to meet your specific requirements. This allows you to fairly compare individual agents with the average of the work group or company objectives.
For annual performance evaluations, our reports can be modified based on company, work group or individual performance so that you can benchmark and follow progress and improvement. Not only do these reports give you incoming communication information, you will receive the measurements of outgoing responses for voicemail and email.
Because you design the reports, you have flexibility in setting parameters of realistic performance objectives so you can identify strengths and weaknesses based on goals you’ve created. Your reports are then automatic; you’ll receive daily summary reports via email and can access detailed daily, weekly and year-to-date reports as needed.
Other reports available include:
- Voicemail Performance Detail and Summary Reports
- Gives you data by Work Group and Agent to verify client’s voicemails are being returned
- Ring No Answer Report
- Will alert you when calls are not being answered or the possibility of a telecom or voicemail failure
- Answer Time Report
- Will verify staff is available and responding to calls
- Agent or Work Group Call Summary Report
- At-a-glance reports summarizing agent or work group usage of communications systems
- Performance Detail or Summary Reports by Client
- Lets you ensure your clients are being serviced promptly
Our trend reports will arm you with the information you need to optimize your communications systems. Using these reports, Bell Services West will analyze the data and give you recommendations to make sure you have the correct number of trunks, phone lines or voicemail boxes in addition to resource planning. These reports will also improve your operational effectiveness by advising how to effeciently staff during peak periods.
We also track your system performance. We’ll notify you immediately if any part of your system shuts down, fails or is disabled.
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Take care of issues before they have a negative impact. Warnings and alerts are sent to designated recipients via email, page or text message. This eliminates the requirement of an administrator who must constantly watch and monitor agents.
These alerts, customized to the threshold of your organization’s standards, are at work 24/7 to audit information such as whether a voicemail box is full or a particular employee is responding to voicemails in a timely fashion. When an exception occurs, this allows you to offer immediate feedback or coaching to an agent. Improved response time increases customer satisfaction.
Agent A calls in sick. That day there are three voicemail messages left on his extension. Once a voicemail is stagnant (e.g. not accessed and/or not returned) for two hours*, an alert is sent to the administrator to advise of this condition so that he may respond.
Agent B receives an email overnight. At noon*, the email remains unaccessed by Agent B. An alert is sent to both Agent B and the Administrator to make them both aware of this issue. If this status remains unchanged for 30 minutes*, a second alert is sent to the administrator so that he may respond.
*Alert timing parameters are customized for your organization.
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View the current status of your departments, including auto-attendant and reception calls, in near real-time on your office PC or laptop from a remote location when you’re out of the office.
The desktop dashboard monitor is color-coded, fully automated and easy-to-read, featuring simple navigation. If a problem occurs, you can quickly and easily move from the onscreen summary data to detailed information.
The Enterprise Monitoring System allows you to see the status of virtually any system, including PBXs, CTI Controllers, Communication Servers, VOIP Media Gateways, Auto Attendants, IVR systems, voicemail systems, Time Clock servers, System Logs or anything that contains information on how your business functions.
To further integrate your office systems and eliminate the use of paper logs, you’ll have the ability to create a “Things To Do List” to track faxes, emails and letters.
Bell Services West becomes a partner to your organization. We’ll assist you in customizing your status information and reports to your specifications and your company’s requirements. The data is for your organization, not a template of a generic contact center. Our reports give you auditable information for ISO, certification standards or your clients. Our analysts will review your results with you and make recommendations for system improvements. We have industry-specific exclusive solutions to give your organization the competitive advantage.
For security and to safeguard information, we offer to back-up your data and store it offsite.
For the full story on Bell Services West’s Enterprise Monitoring System, download a copy of our White Papers.
