Presentation on theme: "Panasonic Professional Call Centre Solution - Poltys CC Series - Rev1.0 24 Sep., 2013."— Presentation transcript:
Panasonic Professional Call Centre Solution - Poltys CC Series - Rev Sep., 2013
2 For customers who need more functionality than built-in ACD function Solution Simple Solution (Built-in server-less solution) - Voice recording to NS1000 -> Recording time : Max hours (Backup to NAS available) Professional Solution (Poltys CC series. External server required) Poltys CC Series is suitable for customers who need more functionality than built-in ACD function. Capacity (Number of Agents, Voice recording time, Reporting period) - Simplified monitoring & Reporting Functionality (Screen/Reporting flexibility, Agent tool) - Number of Supervisor : 16 - Number of Supervisor : No Limitation - 3 types of Monitoring, 3 types of reporting Voice Recording - Various monitoring & Reporting - 20 or more types of Monitoring, 40 or more types of reporting - Agent tool integrated with customer database - Voice recording to External Server -> Recording time : No Limitation (depends on server capacity) Supervisor tool Monitoring Agent tool Customer DB Agents Supervisors Reporting Monitoring Reporting Supervisor tool Supervisors Agents 1. 1 Position in Call centre lineup - Reporting for analyzing call center performance from various point of view - Monitoring for solving problems of call center in real-time - Agent tool for increasing agent productivity
3 Flexible Reporting Use Case - 1 Solution 1.2 Reporting Function Supervisor could manage most effective Agent shift. Tuesday is the most Busy day of the week. Weekday Call Activity Report sample By using this report, Supervisor could manage the shift schedule of Agents.
4 Solution 1.2 Reporting Function Flexible Reporting Use Case - 2 Supervisor could evaluate Agent performance and improve activity. Lost call Report sample Analyze Lost call by each Agent By using this report, Supervisor could improve evaluating Agent performance.
5 Various Reporting Solution 1.2 Reporting Function Supervisor could analyze Total Call Center Performance by variety of reports. Various Report over 20 Analyze Total Call Center performance by many type of report CC Series provides various type of report for allaying Total Call Center operation, and give hint to minimize Call Center operation cost.
6 Reporting scheduler / Reporting format Solution 1.2 Reporting Function - Scheduler : Hourly / Daily / Weekly / Monthly /Custom Interval - Destination : Printer / Data folder (File export ) / (as file attached) - Output data (file) format : PDF, XLS, RTF, CSV, etc. Supervisor could efficiently manage multiple-call center Supervisor Usage example Branch A Branch B Head Office Daily Report(PDF) by CC Series saves time to output report manually and analyze call center performance. Effective reporting
7 Solution 1.3 Monitoring Function Flexible Monitoring Use Case Supervisor could find current call center problem and make the countermeasure by “ Sum Counter (Today’s total counter) “ monitor. Today, there are many Lost calls rather than usual. Supervisor could allocate agents dynamically. Incoming ACD Calls and Lost Calls “Sum” Monitoring sample *Sum = Today’s total
8 Monitoring Screen – Screen Customize Solution 1.3 Monitoring Function Supervisors could monitor only their desired items so that it is easy to see. - Total Incoming Calls - Incoming ACD Calls - Incoming Non ACD Calls - Total Answered Calls - Answered ACD Calls - Answered Non ACD Calls - Lost ACD Calls - Abnormal Calls - Outgoing Calls - etc. Available monitoring items Select and create monitoring screen Supervisor could efficiently monitor the call center situation. Screen Customize sample
9 Customer database integration Use Case Solution 1.4 Agent Tool : CC Agent Customer database Customer 1. Call for the first time. Agent A 2. Agent A registers customer data and attendant history. Agent B 3. Call for the second time. 4. Agent B could respond to the customer based on the information that Agent A registered. -Personal information -Buying history -Inquiry history -Etc. By using common customer database, any agent could attend smoothly to the customer.
10 Main Windows Solution 1.4 Agent Tool : CC Agent The CC Agent is the tool for handling a call and processing the information. Status Control : - Login / Logout / Break / etc. Customer Data field Call Handling : - Answer call / Make call / Hold call / Transfer call / etc. Customer information: - Name / Company / Address / / Phone number / etc. - Free User Field (Buying history, Inquiry history, etc.) Call History : - Attendant result (OK, Not Good, Pending, Closed) - Attendant memo (free area) Call handling & Call History field
11 CRM integration Solution 1.4 Agent Tool : CC Agent CCAgent works standalone using the internal customer database or can integrate with Poltys CRM Integration add-on that supports the following external CRMs: Microsoft Outlook Microsoft Dynamics Act! Goldmine Maximizer Tigerpaw Salesforce Any Microsoft TAPI compliant CRM system
12 END Appendix
13 Appendix – Reporting templates Solution Reporting Function CC series provides 22 types of templates. For most of case, these templates are enough to analyze call center activity. Trunk Based Report CO Call Log Report / Lost Calls Report Agent Based CO Call Report Call Trunk Report / Analysis Report Agent Activity Report Agent System Report / Agent Report Presence Report Resource Utilization Report Outgoing Dialed No Report/Account code report Department Report/Call Ext Report Call DID Report/Intercom Report Resources by time/Charge Report/ Ext.charge report Group Based Report Agent Group Report Incoming Call Group Report Weekday Activity Week Call Activity Customer Based Report Incoming Caller ID Report
14 Appendix – Group/System Active(real-time) Counter Solution 1.2 Monitoring Function CC series provides following real-time monitoring (current situation) items. Supervisors could confirm more detailed current situation of the call centre. - Total Incoming Calls - Incoming ACD Calls - Incoming Normal ACD Calls - Incoming Overflowed ACD calls from Other - Incoming No Answered ACD calls from Other - Incoming Non ACD calls - Total Waiting Calls - Waiting ACD Calls - Waiting ACD Calls in Queue - Waiting ACD Calls in Agent - Waiting Non ACD Calls in Agent - Longest waiting time - Total Answered Calls - Answered ACD Calls - Answered Non ACD Calls - Outgoing Calls - Log In Agents(Idle, Busy, Wrap-up, Break) - Call monitor (current situation for each call) - etc. Supervisor could select desired items to be monitored and customise screen layout. * Red text : almost same as NS1000 built-in
15 Appendix Agent counter Solution 1.2 Monitoring Function Agent Counter : Call related - Total Incoming Calls - Incoming ACD Calls - Incoming Normal ACD Calls - Incoming Overflowed ACD calls from Other - Incoming No Answered ACD calls from Other - Incoming Non ACD calls - Total Answered Calls - Answered ACD Calls - Answered Non ACD Calls - Outgoing Calls - etc. - Idle Time - Break Time - Wrap-up Time - Busy Time - Talk Time +Hold Time - Average Waiting Time - Average Talk Time - Average Hold Time - Longest Waiting Time - Longest Talk Time - Longest Hold Time - etc. Agent Counter : Time related Supervisor could select desired items to be monitored and customise screen layout. Each agent’s activity could be monitored.
17 Modification NS1000 V3.0 Professional Call Centre solution_Rev1.0_24Sept2013.pptx - 1 st release