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Answer questions like, “Why are Bob’s sales numbers so
high, and why are Bill’s so low?” And, “Why does Sue spend so much
time on the line with customers, and Sandy gets off the phone so
quickly?” Or what about, “How can I prove to that angry customer on
line one that he really did order 25 blue widgets, when he says he
ordered 250 green ones?”
With a logging system, these questions can be answered
with the click of a mouse. A typical solution uses cutting edge
technology to record and store all outgoing and incoming calls.
There are no tapes to change, label or store. Recordings of calls
can be accessed instantly via your network. Time, date, duration of
the call, identity of the caller and the identity of your employee
are available search options, depending on system configurations.
Monitoring of agents is possible either after the
fact, or in real-time, thus enabling instant performance assessment.
Management can also allow agents to listen to their own call
recordings for self assessment or for verification purposes.
Solutions have mirrored drive and fully redundant capabilities that
provide a robust and secure platform for any call center
application. A multi-level password system provides security against
unauthorized entry and deletion, and assures the accuracy and
credibility of all recordings.
Most solutions are more than a call recording system,
it’s a problem solving system. It helps solve the difficulties of
training, call monitoring, and quality control with secure and
accurate documentation. 100% compatible with all major phone
systems, it provides a top end solution to help ensure customer
satisfaction for the call center industry.
Whether your business involves inbound or outbound
traffic, calls are the lifeblood of a Call Center. If your agents
aren’t selling, you aren’t making money. If your agents aren’t
servicing properly, your image suffers and eventually so will your
bottom line. Quality call recording and monitoring has become an
asset to the Call Center industry and centers from all over the
world are using these tools for their solution to manage the most
vital element of their business, the relationship with the customer.
Call center monitoring typically consists
of quality monitoring and recording software suite for call
center event recording, data reporting and analysis, Voice Activated
Screen Capture, Record on Demand and e-Learning management. Also it
has to be flexible to deliver recording solutions for customer
experience management for all size call centers in all industries.
A typical suite offers a complete quality
monitoring and performance evaluation system without the need
for expensive CTI infrastructures or proprietary components. It
is fully scalable for centers with 1 to 1000 agents in single
or multi-site locations.
Ready to buy? Order the
Help Desk Toolkit today
THE HELP DESK TOOLKIT - Fourteen extensive
documents Sample Pages
Here
One thing is for sure: The Help Desk Toolkit makes Help Desk
Procurement and Management far more straight forward. No doubt about
it: it de-mystifies Help Desk Management, and enables you to produce
a Help Desk function with the minimum of fuss. There is absolutely
no need to re-invent the wheel! It is supplied primarily in MS-Word
format and comprises the following components:
HELP DESK all you need now
Ready to use documents: Help Desk Implementation
Plan, Help Desk procedures, Proactive Stress Management,
Problem management procedure
- Help desk implementation plan covering
all the aspects of help desk implementations
- Help Desk Phone Communication
Standards - Example Standards Monitoring Sheet
- Help Desk Stress Management - 30
slides Proactive Strategies for Managing Stress and
Change
- Help Desk Procedures - This
procedure defines the steps involved in responding to customer
calls through the Help Desk facility.
HELP DESK SLA GUIDE
Let's face it: a
comprehensive SLA is a daunting task. Now you'll have an extensive
blueprint at your fingertips. This document explains every part of
the service level agreement for a HELP DESK, clause by clause. You
can populate and change directly, as required.
- Service Level Guidelines on Help
Desk procedures
- Extensive Service Level Agreement for
Help desks
HELP DESK
INTRODUCTION
Let's be honest: getting buy-in
is the hardest part of any Help Desk, are you ready for straight
talk? This is a full PowerPoint presentation. It explains the HELP
DESK, what is needed, why and where.
AUDIT & REVIEW
How many times have you said to yourself: how well are our
Help Desk needs taken care of? If you already have a HELP DESK, or
just want to be doubly sure, this component will certainly help. It
comprises a series of questions designed to take you through your
HELP DESK and check it for quality and completeness. A first rate
audit tool (MS-Word).
HELP DESK BEST PRACTICE
We've got the solution to your needs: HELP DESK best practice
is designed around a set of activities to deliver upon
excellent customer value. This explains the key concepts of a
HELP DESK.
HELP DESK DESIGN TEMPLATE
In today's uncertain economy you need clarity, fast. This is
a complete template for establishing service descriptions. This is a
complete template for a HELP DESK design.
Fourteen documents
- Hundreds of pages with
easy-to-follow sections
- An extensive must-do
checklist based on our experience implementing Help Desk in over
40 industries
- New practical advice on
awareness, planning, implementation, and review
- New commentary on
delivering upon business value
- All-new "tuneup"
section tailored to improve the performance of
existing initiatives
- Fully updated throughout to
take account of current Best Practices and policies, and the
state of their
use
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