Cradle to grave logs can be leveraged to harvest more insightful communication information including ring time, transfers, hold time, conference and talk time. These granular statistics allow communication managers to maintain, fine tune or upgrade communication facilities. Most call centers would be oblivious to system bottlenecks, hardware failures and improper call handling without cradle to grave call accounting.
Effective use of cradle to grave reports allows organizations to analyze:
Call Handling - By studying cradle to grave call history, communication managers determine number of transfers, hold time and talk time. Maximizing the customer experience is extremely important in differentiating a business against their competition.
Quality Assurance - For most businesses, it is imperative that agents adhere to the company gold standards in customer care. An effective cradle to grave solution will provide a mechanism for managers to listen to call recordings and/or voice mails. This will allow them to address customer complaints, fine tune corporate policies and provide additional training to agents.
Staffing Requirements - Skill set-based reports empower communication managers to track call volumes, patterns, peak times and distribution, allowing them to monitor efficiency and make informed decisions on staffing and agent skill levels.
Hardware Configuration – Reviewing the frequency of abandoned calls, ring time and call lengths can uncover system failures, ineffective hardware configurations and peak hour bottlenecks. This information can be transformed into concrete decisions about hardware performance and migration strategies.
Resource Software International Ltd. (RSI) offers total unified communication management solutions that address the comprehensive needs of communications managers. Shadow CMS Enterprise is a robust application that includes cradle to grave analysis, historical call center reporting, call recordings and voice mail playback, real time agent/queue dashboard* in addition to traditional call accounting. This all encompassing solution is available for the enterprise on the desktop or in the cloud.
RSI is internationally recognized as a leading provider of total unified communication management solutions. Our offerings encompass voice, data, contact center, mobile and cloud solutions. RSI is committed to helping our customers maximize all of their communications technology investments though systematic proactive management of their communication facilities. RSI specializes in harnessing telecom metrics to track, monitor and manage the performance of network facilities resulting in a more dynamic, responsive and productive communication ecosystem.
Visit:
http://www.telecost.com/#!/url=shadow.php
*Subject to the availability of relevant call detail/call center and real time event logs on your communication server, IP PBX or telephone system.
KEYWORDS: CRADLE TO GRAVE - CALL RECORDING PLAYBACK - VOICE MAIL PLAYBACK - CRM INTEGRATION - CALL ACCOUNTING