Real Time, On Line Call Centre Statistics

MAINTAINING OPTIMUM CALL HANDLING EFFICIENCY; ACHIEVING MAXIMUM PERFORMANCE...

As a call centre or IT management professional, you’ll be only too aware of the constant need to monitor both inbound and outbound call activities in order to control overheads and seize market opportunities.

At Opal we appreciate your need for accurate, up to date management information. That’s exactly why we’ve developed Opal Call Care: a comprehensive range of sophisticated call centre management tools that put you in full control and deliver accurate call statistics 24 hours a day, 365 days a year…

Accessible online by secure password-controlled connection, Opal Call Care is quick and easy to use.

By delivering ‘near real time’ statistical information, Opal Call Care enables you to gain a clear picture of exactly what’s going on in your call centre and make informed decisions about any changes which may be necessary. On-line customer controlled changes are a standard feature of many Opal services.

WHAT DOES OPAL CALL CARE INCLUDE?

A powerful range of call centre management tools is provided within the Opal Call Care package, with call information viewed by standard web browser (MS Internet Explorer 4.0 or later) and updated every 15 minutes.

Never before has it been easier to make quick, informed and accurate management decisions about the call centre environment.

REAL TIME STATISTICS

With Opal Call Care you can quickly measure the performance of your call centre or call handling system.

Again working with “near real time” data, you can observe, examine and then adjust your service to maximise inbound or outbound performance.

Opal Call Care shows:

* the volume and time of calls received, as well as the number of calls answered, engaged or missed
* information by day or month - or historical data for comparison purposes

IVR STATISTICS

An exciting addition to the Opal Call Care package is its ability to provide detailed information on your Opal IVR services including the latest Call Queuing feature.

With regularly updated statistics relating to both successful and unsuccessful outbound and IVR calls by day and month, the average number of calls in a queue and peg counts, maintaining peak operator efficiency will be even easier to achieve.

ONLINE CHANGES

As a call centre manager, you also need to be able to react quickly if you’re suddenly unable to make or receive calls if staff are evacuated as a result of, say, a fire alarm.

With Opal Call Care, you can quickly amend and modify various aspects of your service, diverting non-geographic numbers to another centre at any time of day or night.
Changes can be made almost immediately, allowing you to respond promptly to varying staff availability.

With no need to consult the network operator, precious time is saved. And valuable inbound sales are not missed or lost.

UMLIMITED ACCESS

24 hours a day, 365 days a year, Opal Call Care is available to all customers using Opal non-geographic number services (0800, 0845 and 0870) following completion of a simple form.

For your peace of mind, access to Opal Call Care is by totally secure dial-up connection via Opal Secure Web Server using analogue modem or ISDN, with calls charged at the national rate.

Customers requiring access to the Opal Call Care service via their own ISP can do so using a secure certificate system operated by Opal

Multiple users can be configured to use a single account and other access options - including restricted “read-only” access - can be arranged. However additional service charges may apply.

Call us now on 0800 273 273 for more information.