Manchester, UK - 4th October 2004 – Amcat, a global leader in call centre technology solutions, is unveiling new functionality to provide real-time information for both team leaders and managers to enhance workflow, productivity and quality of call centre contact.
The new features include Dashboard - a browser-based graphical view of real-time data on campaigns and agent performance, and TimeSheets – a workforce management program that enables agent auditing and tracking facilities, allowing detailed management information to be generated that can be integrated with HR or payroll systems.
Dashboard provides a team leader or call centre manager with real time access to project and agent statistics. This enables supervisors and team leaders to more effectively manage inbound and outbound projects and the associated agent workforce. Key benefits include:-
· Agent motivation and performance analysis
· Top 10 agent identification statistics
· Wallboard output of performance information
· Agent and campaign productivity information at a glance
· Visibility of # calls waiting
· Whole campaign statistics using one view
By displaying the Dashboard display via a wallboard or enabling team leaders with desktop displays, you can communicate valuable real time statistics to your teams. Updating continuously, Dashboard gives the team leader or call centre manager the ability to view a real-time leader board displaying their best agents and motivating others to achieve a higher status.
Dashboard also provides the functionality to monitor inbound calls, so that supervisors know how long a call queue is taking to be answered and can re-deploy resources to address unacceptable delays. With visibility of the inbound queue, more agents can be assigned as required.
The purpose of the Timesheet system is to enable agent auditing and tracking facilities, allowing detailed management information to be generated. The Timesheet facility provides the following key features:
· User defined codes for dialler logout or pause periods.
· Management visibility of agent status in real-time.
· Control of agent schedules, for example, allocating a scheduled break to a specific agent for a particular time of day.
· Booking and tracking of agent absences, for example, holiday or sickness.
· Multi-level reporting.
· Secondment of agents between teams.
This functionality provides greater visibility and control over the use and deployment of agents’ time. The accuracy of the data collected enables the system to be used to pay agents or integrate with a company’s payroll. Transferring agents between teams allows the peaks and troughs in call volumes to be smoothed by ensuring that the optimum number of agents are available for each campaign.
For further details on Contact Centre Suite, please visit Amcat at www.amcat.co.uk. Existing Amcat users that are interested in upgrading their current solution, to enjoy the additional benefits of Contact Centre Suite, should contact their account manager on 0800 169 2028.
Amcat™ is a leading provider of intelligent contact centre solutions to power dramatic increases in productivity, agent professionalism, and campaign management flexibility. Amcat solutions enable companies to increase operating efficiencies and to continually enhance the quality, capabilities and services available in their contact centre. As a result, contact centres see a dramatic increase in outbound and inbound productivity, a higher level of agent professionalism and the ability to make rapid adjustments to campaigns and operations. Founded in 1990, Amcat has a global customer base of more than 1,000 contact centres. For more information visit www.amcat.com or call 0800 169 2028.
Press Contact: Jane Moores, TTA Communications LTD, Tel: 01454 318722 e-mail: email@example.com
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