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Call Answering Performance Monitor—Mystery Shopper

CALLMANAGER response provides on-going call answering performance profiles, detailed telephone call response times in a user-friendly format delivered direct to your desk.

Callmanager Response provides a system of performance measures to help you plan for the future, manage call volumes, determine telecom needs, identify missed revenue potential (Saturday calls), determine a program’s effectiveness, and evaluate the quality of service your customers deserve and demand.

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Callmanager Response Product Sheet

FEATURES

Efficient, prompt telephone response is vital to ensure customer satisfaction. Call monitoring not only improves answer call response times but also can add a healthy competitive element to your service, improving reputation and staff awareness. Prompt telephone answering is vital in a retail, call & support environment. Lost calls are lost profits.

Callmanager Response is a performance measurement system that allows management to plan, monitor, and manage the comms business. Callmanager Response is built around understanding the customer experience. Call answering performance plays a role in being responsible for customer satisfaction and loyalty. To respond to changing business demands, managers must be flexible and quick. For most effective results, managers need access to:

  • Timely and relevant information.
  • Insight into cause and solutions.
  • The ability to communicate results.

Callmanager Response is built around a set of metrics designed to provide managers with vital information about the current state of their site compared to the company average or target set. The performance metrics are normally linked to corporate strategy and the results communicated company wide through comparison charts.

The monthly performance reports are presented using colourful graphics, which include pie charts, bar graphs and tabulated data. The information provides you with the call response times for all offices or branches defined by time to answer, unanswered and engaged calls.

BENEFITS

Business Intelligence statistics and trend analysis provide strong management tools. In addition multi site, regional and head office comparison reports are also produced. Reports are generated in both electronic and printed formats, colour and monochrome and can be distributed by internet, e-mail, fax or post direct to your desk.

This Sentel solution will considerably improve company call handling performance levels, resulting in fewer abandoned calls, less engaged calls, faster response times, increased customer satisfaction, better reputation, increased repeat sales and most importantly for you, profit payback on investment.

Managing Key Performance Indicators

Callmanager Response gives performance management capabilities that predict capacity and answering issues before they have a chance to impact end users. By monitoring KPIs (Key Performance Indicators) such as time to answer and engaged levels the user then consistently has the ability to estimate telecoms needs.

  • Improve Call Handling.
  • Set company target to measure against. Compare each locations answering performance.
  • Faster Response Times.
  • Watch productivity increase as staff become targeted and accountable.
  • Increased Customer Satisfaction.
  • Fewer abandoned calls and speedy call answering response times.