More than 80% of all businesses can improve overall customer service through improved call centre reporting and analysis.
✓ Are your customers receiving the service they should?
✓ Are your agents representing your organisation correctly?
✓ Would you like to increase customer experience and maintain your service levels?
✓ Would you like to report, measure, review & interpret the results of your call centre campaigns?
✓ Is call recording for Quality Control a necessity?
Premier Tech is able to offer customised integration into a variety of different platforms. This allows us you to leverage your existing CRM system while harnessing the power of a comprehensive call center management system.
QueueMetrics is an all in one call center management solution for Asterisk based IP PBX and Call Center. The system provides extensive statistical and real time monitoring and measurements of your agents, to ensure that your business objectives are met.
– Measure business targets, conversion rates and agent activity on industry
– Standard metrics
– Configurable security and privacy, on individual queues
– Supports virtual or multi-tenant production environments
– Live administrator and supervisor call center status panel.
– Area code breakdowns inclusive of calling and waiting time.
– Agent billable and payable time with total sales, contacts and conversion statistics
– Live agent page with queue statistics and agent controls.
– Total unanswered calls with disconnection time and position.
– Complete call distribution statistic, including sales and contacts, by week, day or hour.
– Administrator message broadcasting and SMS functionality.
– Full agent availability with session and pauses details and history.
– Inbound ACD call attempts with metrics available by operator, terminal queue.
– Detailed call information including the Asterisk Call ID and recorded call.
– Total of answered calls including call length and waiting time metrics.
– Inclusive SLA of answered and unanswered calls and disconnection causes.