Presentation on theme: "Panasonic Professional Call Centre Solution - Poltys CC Series -"— Presentation transcript:
1 Panasonic Professional Call Centre Solution - Poltys CC Series - Rev Sep., 2013
2 1. 1 Position in Call centre lineup SolutionFor customers who need more functionality than built-in ACD functionPoltys CC Series is suitable for customers who need more functionality than built-inACD function.- 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 productivityProfessional Solution (Poltys CC series. External server required)Functionality(Screen/Reporting flexibility, Agent tool)AgentsAgent toolCustomerDB- Number of Supervisor : No Limitation- Various monitoring & Reporting- 20 or more types of Monitoring, 40 or more types of reporting- Agent tool integrated with customer databaseSupervisorsSupervisor tool- Voice recording to External Server-> Recording time : No Limitation (depends on server capacity)ReportingSimple Solution (Built-in server-less solution)SupervisortoolSupervisors- Number of Supervisor : 16AgentsReportingMonitoring- Simplified monitoring & Reporting- 3 types of Monitoring, 3 types of reportingMonitoring- Voice recording to NS1000-> Recording time : Max hours (Backup to NAS available)Voice RecordingCapacity (Number of Agents, Voice recording time, Reporting period)
3 1.2 Reporting FunctionSolutionFlexible Reporting Use Case - 1Supervisor could manage most effective Agent shift.Weekday Call Activity Report sampleTuesday is the most Busy day of the week.By using this report, Supervisor could manage the shift schedule of Agents.
4 1.2 Reporting FunctionSolutionFlexible Reporting Use Case - 2Supervisor could evaluate Agent performance and improve activity.Lost call Report sampleAnalyze Lost call by each AgentBy using this report, Supervisor could improve evaluating Agent performance.
5 1.2 Reporting FunctionSolutionVarious ReportingSupervisor could analyze Total Call Center Performance by variety of reports.Various Report over 20Analyze Total Call Center performance by many type of reportCC Series provides various type of report for allaying Total Call Center operation, and give hint to minimize Call Center operation cost.
6 1.2 Reporting FunctionSolutionReporting scheduler / Reporting formatSupervisor could efficiently manage multiple-call centerEffective reporting optionScheduler : Hourly / Daily / Weekly / Monthly /Custom IntervalDestination : Printer / Data folder (File export ) / (as file attached)Output data (file) format : PDF, XLS, RTF, CSV, etc.Usage exampleHead OfficeDaily Report(PDF) byBranch A@SupervisorBranch BCC Series saves time to output report manually and analyze call center performance.@Daily Report(PDF) by
7 1.3 Monitoring Function Supervisor could allocate agents dynamically. SolutionFlexible Monitoring Use CaseSupervisor could allocate agents dynamically.Incoming ACD Calls and Lost Calls “Sum” Monitoring sample *Sum = Today’s totalToday, there are many Lost calls ratherthan usual.Supervisor could find current call center problem and make the countermeasure by “ Sum Counter (Today’s total counter) “ monitor.
8 1.3 Monitoring FunctionSolutionMonitoring Screen – Screen CustomizeSupervisor could efficiently monitor the call center situation.Screen Customize sampleAvailable monitoring itemsSelect and createmonitoring screen- Total Incoming Calls- Incoming ACD Calls- Incoming Non ACD Calls- Total Answered Calls- Answered ACD Calls- Answered Non ACD Calls- Lost ACD Calls- Abnormal CallsOutgoing Callsetc.Supervisors could monitor only their desired items so that it is easy to see.
9 1.4 Agent Tool : CC Agent Customer database integration Use Case SolutionCustomer database integration Use CaseAgent A2. Agent A registers customerdata and attendant history.Personal informationBuying historyInquiry historyEtc.1. Call for the first time.CustomerCustomerdatabase3. Call for the second time.Agent B4. Agent B could respond to thecustomer based on theinformation that Agent Aregistered.By using common customer database, any agent could attend smoothly to the customer.
10 1.4 Agent Tool : CC AgentSolutionMain WindowsThe CC Agent is the tool for handling a call and processing the information.Call handling & Call History fieldStatus Control :- Login / Logout / Break / etc.Call Handling :- Answer call / Make call / Hold call / Transfer call / etc.Call History :- Attendant result (OK, Not Good, Pending, Closed)- Attendant memo (free area)Customer Data fieldCustomer information:- Name / Company / Address / / Phone number / etc.- Free User Field (Buying history, Inquiry history, etc.)
11 1.4 Agent Tool : CC Agent CRM integration SolutionCRM integrationCCAgent works standalone using the internal customer database or can integrate with Poltys CRM Integration add-on that supports the following external CRMs:Microsoft OutlookMicrosoft DynamicsAct!GoldmineMaximizerTigerpawSalesforceAny Microsoft TAPI compliant CRM system
13 Reporting Function Appendix – Reporting templates SolutionAppendix – Reporting templatesCC series provides 22 types of templates. For most of case, these templates are enough to analyze call center activity.Trunk Based ReportCO Call Log Report / Lost Calls ReportAgent Based CO Call ReportCall Trunk Report / Analysis ReportAgent Activity ReportAgent System Report / Agent ReportPresence ReportResource Utilization ReportOutgoing Dialed No Report/Account code reportDepartment Report/Call Ext ReportCall DID Report/Intercom ReportResources by time/Charge Report/Ext.charge reportGroup Based ReportAgent Group ReportIncoming Call Group ReportWeekday ActivityWeek Call ActivityCustomer Based ReportIncoming Caller ID Report
14 1.2 Monitoring FunctionSolutionAppendix – Group/System Active(real-time) CounterCC 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 CallsLog In Agents(Idle, Busy, Wrap-up, Break)Call monitor (current situation for each call)etc.* Red text : almost same as NS1000 built-inSupervisor could select desired items to be monitored and customise screen layout.
15 1.2 Monitoring Function Appendix Agent counter SolutionAppendix Agent counterEach agent’s activity could be monitored.Agent Counter : Call relatedAgent Counter : Time 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 CallsOutgoing Callsetc.- 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.Supervisor could select desired items to be monitored and customise screen layout.