Helping you deliver service transformation

Effective monitoring

It is critical that agent activity, alarms, queue summaries and current service levels are monitored throughout the day to ensure service levels are protected.

Our real-time dashboard shows all key metrics at-a-glance. Service levels are dynamically recalculated in real-time ensuring that any deviation in service quality can be spotted and resolved quickly and effectively.

Call satisfaction

Key metrics, like time spent on hold, average speed of answer, average handle time and first call resolution are all used for monitoring call satisfaction. We provide call satisfaction reports that let you analyse these statistics at various levels of summary with the ability to drill down into the call detail. The frequency of the report is completely customisable allowing you to produce, daily, weekly, monthly, quarterly or annual summaries.

The ability to set efficiency targets and report on key indicators is a critical requirement of today's local government contact centre. To help you monitor and report on efficiency within the contact centre, we provide a set of reports to show calls abandoned, calls answered and service levels.

Staff productivity

How your team are working is a key piece of information for assessing and improving productivity levels. We provide a facility that allows you to input your staff work schedules, which is then compared against actual login and logout times to show how much work time was lost or gained over a specified period. We also provide statistics showing a breakdown of what activities staff performed and for how long. Examples are, breaks, meetings, training, seeking advice, face-to-face interviews etc. A shrinkage figure is calculated showing the percentage of time spent on work items.

A call burning report is also available to highlight large numbers of short calls being disconnected by staff.

We have helped a number of local authorities with resource planning issues. A profile of answered and abandoned calls for hours of the day can quickly highlight resource issues at particular times of the day. Or maybe you are phasing in your contact centre and wish to gauge how many more staff will be required to handle an activity currently performed by another department?

We can provide you with the number of calls going into the contact centre currently and the number being received by other departments.

Reporting platform

At the heart of all our solutions lies our own integrated-reporting platform, DART. By choosing our contact centre solution, you automatically receive all the benefits of one of the most advanced, yet simple to use reporting platforms on the market. The platform is completely browser-based allowing access from any available terminal in your organisation.

Shared services. The shared service agenda is a key factor when choosing new solutions and because all our solutions are built on the same reporting platform, there is an immediate training cost benefit when you purchase more than one solution from us. Alternatively, you can use the reporting platform yourself to provide reports from other systems. Authorities are adopting DART as their corporate-wide reporting solution and using it to provide a single point of service for all report data within their organisation.

Summary

Designed collaboratively with local authority contact centre managers and staff, our solution equips you with all the tools you need to drive contact centre service transformation and deliver the quality and efficiency targets set by your authority.

Features at-a-glance

Read more about DART