Effective call management is all about visibility and control. Visibility of your call traffic and the ability to take control of your call routing. These together empower you to react quickly to your changing business needs. We provide this through an online interface which you can use to manipulate both your call routing and call stats.
Call reporting
Network based reporting gives you a complete view of your company’s call performance, allowing you to:
- Analyse caller location and time
- Correlate response to advertising campaigns
- Examine the level of service provided across multiple call centres
- Assess unsuccessful callers over a set time, including unanswered or engaged calls
- Forecast future trends more accurately
'Implementation was simple as Alternative Networks managed the roll out of the solution, provided complete routing plans and assisted with the message scripts and recordings.' Allianz
Call routing
Once you can see how, where and when your calls are coming in, you can start to think about how to route them better, identify any pinch points or areas of poor performance. We can give you the ability to address these challenges directly online, wherever you are. With call routing you can:
- Route calls quickly to the most appropriate agent by calling area, time of day or nature of the query
- Load balance across multiple call centres, spreading your calls better amongst available agents
- Have flexibility, to change your call routing in real time to ensure the best levels of customer service
- Predefine routing plans for quick implementation, including disaster recovery
We can work with you to design a bespoke solution, ensuring that you have the correct combination of number type, call routing and online management tools.
