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AceCom has recently setup a brand new state of the art contact center in Melbourne CBD equipped with latest technologies. We can provide inbound and outbound customer interaction for sales, marketing and processing. We use the following technologies to enable uninterrupted interaction and quality assurance of highest standards. |
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Automatic Call Distribution (ACD)
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This unique solution offers our working environment the opportunity to optimize the service incoming callers receive and maximize the efficiency of staff. Calls can be distributed intelligently - using first in first out (FIFO) rules, to the first available agent within the group. This can minimize the length of time before a call is answered and ensure we keep an even flow of call traffic to all the agents. If no extensions are free, the call can be held in a queue, while automated messages reassure them of prompt attention as soon as the next agent becomes available. |
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Supervisors have access to a simple snap-shot of call traffic and activity to evaluate performance of agents for example: |
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Calls in queue
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Waiting time
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Agent status
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Average queuing time
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Total incoming calls received
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Call analysis software is a powerful tool to improve the level of service to our customers, improving productivity and resource allocation. Up to the minute, key call details can be displayed on discreet, desktop display or optional wallboards to provide all staff with an easy to view summary of performance parameters for agents and supervisors- for example: |
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Total calls received, waiting, answered or lost
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Current longest waiting call time
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Average and longest queuing time
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Individual agent call handling activity
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Average ring time before calls are answered
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Average service time after answering
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Real time and historical reporting
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For sophisticated call center requirements, our current software can integrate with other applications and modules for remote connectivity and intelligent call routing. |
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All the calls can be recorded on demand or simultaneously at AceCom. Individual calls can be targeted by conducting simple search including time and date details. |
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Call barge function allows the supervisors to maintain quality assurance key performance indicators. |
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Individual desktops are equipped with an advanced telephone application that enables the agents to access telephony features from their desktop. Agents can dial directly from the preferred directory. Functions such as on-screen dialing, call forwarding, teleconferencing and speed dialing are all accessible at the click of a mouse. |
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