Since your call centre supervisors are critical to the smooth running of your operation, inclarity offers a business telephony package designed to help them assure the quality of your service to your customers and help your agents to continuously improve that service.
Reporting: monitor your performance simply and effectively
This package is supported with reporting tools that help supervisors determine correct staffing levels, manage costs, clarify training gaps and ensure that your call centre complies with your needs and appropriate regulations. Pre-set reports show agent availability, call duration, login and logout actions as well as the time it takes agents to close calls. Other reports, some of which are available to agents as well as supervisors, show caller activity like call abandonment rates, the average time to answer, wait time, and call duration.
Agent monitoring: assure the quality of your customer service
This feature allows supervisors to monitor agents to encourage good practice and identify training requirements.
Barge-in: assure the quality of your customer service
This feature allows a supervisor to intrude on a call and is a helpful facility for helping agents to handle complex calls or complaints.
Queue management: assure the quality of your customer service
Supervisors can see and manipulate calls in a queue.
Supervisors can act as agents during busy periods.
Call recording: improve customer service and compliance
Supervisors can record all inbound and outbound calls, including calls between your offices or shops. Trainers and supervisors can listen in real time to help you monitor and improve the quality of service you deliver to your customers. You can even save recordings as sound files that can be emailed around and used by other applications like Microsoft Office. inclarity’s call recording service also keeps a 30 day archive that you can navigate easily with our intuitive online portal.