- Queues easily configurable via web (messages, opening and closing times)
- Configurable distribution strategies (sequential, round robin, ring-all) to balance the load on operators and manage respondent skills effectively
- Special event management: all operators busy, no authorised operator logged in, maximum waiting time in queue reached
- Queue exit strategy: callers can press a key while waiting in the queue to leave a message
Manage Customer Service and switchboard operators in an innovative way
Call Centre by MasterVoice is a system designed to create a professional call centre and manage a group of switchboard operators (including remote operators in different locations), for sales support and customer technical assistance, making call distribution simpler and more uniform.
Solutions
Mastervoice
Queues and ACD (Automatic Call Distribution)
Tools for call centre operators
- No software to install on PC
- Web client (Operator Panel) with web phone integrated in browser
- Ability to use Operator Panel Web as a dedicated IP phone control tool for answering or transferring calls
- Operator logon-logoff via web
- Visibility of users in queue waiting for response
- Manual pickup of calls in queue, to immediately answer an important user who is facing a long wait
- View of unanswered calls from the queue
- Audio-visual notification if the conversation time has exceeded a certain threshold
- Independent web client layout: the operator can decide which queues to monitor and in what order
Tools for call centre managers
- Hour-by-hour trend report on queue times and number of simultaneous calls
- Reports on answered and unanswered calls and average waiting times, broken down by service level
- Report of logon and logoff times of individual operators
- Individual and comparative analyses of operators’ performance (average, maximum and total talk time), filterable by service
- Notification if the callers in a queue exceed a certain number, enabling deployment of additional operators on request
- Reports exportable in .CSV
- Audio recording of calls
- Ability to add a link to the webphone on the company’s website, to allow customers to call the call centre directly from their web browser, without using their phones
REST API and CRM Integration
- Operators can contact customers from CRM
- MasterVoice can use external web services in the event of an incoming call
- Through Operator Panel, the switchboard operator can open a file on the current customer with a simple click, or use an external web service to generate a pop up
Advantages
- Manage several switchboards, even remote ones in different locations, as a single group
- Make the distribution of calls easier and more uniform
- Ability to answer queued calls from the mobile app, to manage on-call services on the go
- Audio recording of conversations
- Detailed statistics on waiting times, calls answered and missed calls at individual service level
- Comparative performance statistics on call centre operators: average and maximum talk time, percentage of calls answered and missed
- Reports exportable in .csv format for post-processing