MyCalls Call Centre
Intelligent call routing is fundamental to call centre operations, irrespective of scale. The NEC MyCalls Call Centre system has a powerful, robust Automatic Call Distribution (ACD) system.
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MyCalls Call Centre is tightly integrated into this, providing supervisors with the controls, real-time visual cues and management information, required to sustain high levels of call-handling e ciency. ACD manages multiple queues on the telephone system, distributing calls evenly, following a set of logical rules in an attempt to ensure that no individual is overloaded while others are idle, and that calls are routed to agents with the most relevant skill-set.
Activity display: The MyCalls screen displays gives a detailed real-time view not just of agent activity, but also about key service parameters like numbers of callers in queue and call waiting times. To ensure service levels are maintained, supervisors can log additional agents into ACD queues from their own teams or from other departments, which o er similar skill-sets. This is all arranged simply and quickly from the supervisor’s MyCalls desktop.
Additional alarms are provided to help manage ACD activity e ciently, for example queue over ow warnings or maximum times that agents may remain in a given state, e.g. after call activities (often referred to as ‘wrap up’).
Supervisors are also able to select and con gure performance statistics that can appear on the screens of their agents or on plasma wallboards to drive the achievement of agreed service standards.
Performance management and skills training are enhanced by the detailed activity reports, generated by MyCalls, in conjunction with call recordings made with MyCalls Call Recorder.
Key benefits
Increase Capability – Full call centre functionality built around NEC ACD technology enhances customer experience.
Raise Service Standards – Improved management control reduces caller delays in queues & delivers calls to those best able to help.
Maximize Agent Productivity – Managers have real-time information and activity reports essential to agent performance and training.
Predictive Abandonment - Intelligent call analysis to help prevent losing callers and business.